Home Housing Council Tenants and Leaseholders Performance and complaints Response to the Complaint Performance and Service Improvement Report
Neutron Tower fire - advice and support for residents impacted

We are deeply saddened by the incident at Neutron Tower on Saturday 12 September. Our thoughts are with the family of the man who lost his life in the fire, and all of the residents who are displaced from their homes.

See information, advice and support that is available to all residents who have been impacted.

 

MENU

Response to the Housing Complaint Performance and Service Improvement Report 2025 to 26

These details were taken from the Housing Management (Cabinet) Sub-Committee on 30 September 2026.

Chair: Mayor Lutfur Rahman

Member: Councillor Saied Ahmed (member responsible for complaints)

Governing body's response to the report

"The council remains committed to maintaining a strong complaint handling culture, continuingly improving service delivery that places tenants and residents at the centre of everything we do. A key priority for the coming year is improving the customer experience by strengthening communication with residents, providing more timely updates, improving responsiveness, and ensuring that issues are resolved effectively at the earliest opportunity. We are committed to delivering a more customer-focused service that listens to residents, learns from feedback, and uses complaints as a catalyst for positive change.

This year’s Housing Complaint Performance and Service Improvement Report places greater emphasis on our ongoing journey to enhance service delivery and foster a culture of learning and responsiveness across our housing management service.

The Committee welcomes this report as an important opportunity to challenge and scrutinise our performance, ensuring that we learn from complaints and transform negative experiences into positive and lasting improvements for the tenants and residents we serve.

The Committee welcomes the recent recommendations made by the Housing Ombudsman Service, which have been incorporated into our new Complaints Policy for Tenants and Leaseholders, and Self- assessment, set out in Appendix A: Self-assessment form.

The highlights shown in this report show a slight reduction in Stage 1 complaints which is welcomed. However, Stage 2 complaints at 100% for response timescales and Housing Ombudsman decision has

We recognise that public awareness of housing rights and how to make a formal complaint continues to grow, and we welcome the fact that residents are able to exercise their right to complain and access our complaints process with ease. Looking ahead, we expect complaint outcomes to demonstrate continued improvements in service delivery, including the provision of appropriate remedies, learning from mistakes, and taking prompt action to put things right when they go wrong.

The committee and governing body will continue to monitor progress closely throughout the coming year. Particular attention will be given to the key improvement priorities identified in the "What's Next"section of this report, ensuring that planned actions are delivered and result in meaningful improvements for residents.

We will maintain a high level of scrutiny to ensure that complaint handling performance continues to improve and that residents experience a fair, responsive, and effective complaints process. Importantly, the lessons learned from complaints must lead to service improvements that benefit all residents, whether or not they have made a complaint."