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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 2019-20 to 2022-23

Financial year 2022-23 2021-22 2020-21 2019-20
Number of new (Stage 1) complaints received 1,028 865 696 679
Number of these complaints that were responded to within 15 working days 483 (47%) 456 (53%) 335 (48%) 517 (76%)
Number of these complaints recorded as justified* (we accepted we were at fault) * see below 197 95 166
Number of these complaints recorded as not justified** (we were not found to be at fault) ** see below 310 266 337

* The complaints dashboard now reports justified complaints based on completion date (not received as above) 60% of stage 1 complaints were justified in 2022/23 (673 / 1,126 completed)

** 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 10 working days from receipt of a complaint. 

Overview of housing complaints received during 2022/23

Nature of complaint Complaints received Percentage of complaints
Failing to provide an agreed service 271 26%
Standard of service provided 560 56%
Service requested but not provided 102 10%
Not following an agreed procedure 10 1%
Attitude or conduct of employee/contractor 27 3%
Other*** 48 4%

*** includes 46 complaints where nature of complaint was not recorded in Civica

Complaint Handling Code

The HOS published a new Complaint Handling Code in July 2020. The purpose of the code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. Read how we are complying with the code.

Where to find more information on the complaints process

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.

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