Response to the Housing Complaint Performance and Service Improvement Report 2024/25

These details were taken from the Housing Management (Cabinet) Sub-Committee on 30 July 2025.

Chair: Mayor Lutfur Rahman

Member: Councillor Kabir Ahmed (member responsible for complaints)

Governing body's response to the report

"The council remains committed to placing tenants and residents at the centre of everything we do. This year’s Housing Complaint Performance and Service Improvement Report reflects our ongoing journey to strengthen accountability, improve service delivery, and foster a culture of learning and responsiveness.

We understand that complaints are a vital source of insight. Through the Housing Complaint Performance Report we have access to crucial information, providing us with the opportunity to challenge performance and scrutinise how we can transform negative experiences into positive change for the tenants and residents we serve. The Committee welcomes the guidance provided by the Housing Ombudsman Service, Complaint Handling Code interpreted into our Complaints Policy, Complaint Handling and Self- assessment, presented in Appendix A: Self-assessment form.

2024/25 has been a challenging year, with a noticeable increase in complaint volumes. This rise is partly attributed to greater public awareness of housing issues - particularly around repairs - and the success of initiatives such as Tenants' Voice, which have made the complaints process more accessible.

The progress in delivering for tenants and residents will continue to be monitored by the governing body. This will include assessing themes and trends to identify potential systemic issues, serious risks, or policies and procedures that require revision as well as supporting a positive complaint handling culture. Our goal is to ensure that complaint handling remains fair, transparent, and constructive, and that it contributes to a better experience for all tenants and residents."