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My Norwich

Housing performance

Housing complaint reports

It is a statutory requirement to publish complaints made by people who receive our housing services.

Overview of housing complaints received from 2018-19 to 2020-21

Financial year 2020-21 2019-20 2018-19
Number of new (Stage 1) complaints received 696 679 561
Number of these complaints that were responded to within 15 working days 335 (48%) 517 (76%) 420 (75%)
Number of these complaints recorded as justified* (we accepted we were at fault) 95 166 315
Number of these complaints recorded as not justified* (we were not found to be at fault) 266 337 145

* Not all complaints were recorded as justified or unjustified, so the figures shown in the table above do not match the total number of complaints received in a given year.  Further work is planned to improve the quality of complaints data being captured.  

Our service standard is to provide a full response within 15 working days from receipt of a complaint. In 2020-21, during the pandemic, housing services had to adapt so there was a significant reduction in the percentage of complaints responded to within this service standard. However, additional resources have now been directed towards dealing with complaints and we expect to see an improvement in next year’s figures.  

Overview of housing complaints received during 2020/21

Nature of complaint Complaints received Percentage of complaints
Failing to provide an agreed service 101 15%
Standard of service provided 462 66%
Service requested but not provided 51 7%
Not following an agreed procedure 18 3%
Attitude or conduct of employee/contractor 60 9%
Other 4 1%