Complaints
The Housing Ombudsman (the independent public body that looks at complaints within the social housing sector) introduced a new statutory Complaint Handling Code in 2024 to ensure that all complaints from leaseholders and tenants are handled promptly, effectively and fairly.
We carried out a self-assessment against the requirements of the code.
It is important that we know as soon as possible when things have not gone well, so that we can investigate what happened and take action to put things right if needed. Feedback also allows us to continually learn and improve.
There are several ways you can give us feedback:
- Online: www.norwich.gov.uk/complaints
- Email:listening@norwich.gov.uk
- In writing: Norwich City Council, City Hall, St Peter’s Street, Norwich, NR2 1NH
- In person to a member of staff or contractors, or by completing and returning satisfaction surveys.
More information on making a complaint
The Government’s Make Things Right campaign aims to inform residents on how to raise complaints if they are unhappy with the service from their social housing provider.
We also have lots of information on our website, including how to contact the Ombudsman.
Housing complaint report
We published a report detailing our complaint performance and service improvement in 2024-25.
- 920 stage one complaints received
- 64% responded to within the Housing Ombudsman timeframe
- 174 stage two complaints received
- 74% responded to within the Housing Ombudsman timeframes
Nature of highest volume of housing complaints received 2024-25.
| Nature of complaint | complaints (%) |
|---|---|
| Responsive repairs | 45% |
| Tenancy and neighbourhood issues | 12% |
| Contractors | 10% |
Learning from complaints
We’re listening and making changes. In 2024-25, we improved how we handle complaints. We’re responding faster, reducing the number of complaints, and learning from what you tell us.
You said communication about roofing repairs was poor.
We did hire a new roofing supervisor and improved how we keep you updated; complaints have dropped.
You said your estate wasn’t being maintained well enough.
We did expand our caretaking team and increased inspections to keep outdoor areas cleaner.
You said you weren’t kept informed about your ASB case.
We did train officers to agree communication plans with tenants and provide regular updates.
You said our letters about small arrears felt too strong.
We did review and update our letter templates to make them clearer and more respectful.
You said automated texts can be distressing for tenants with vulnerabilities.
We did add a system flag to stop texts being sent where they’re not appropriate.
We’re committed to improving and making sure your voice leads to better services.
