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My Norwich

Annual Report 2020/21 for tenants

Tenant feedback

Some tenants took part in a survey, conducted by a market research company on the council’s behalf.  The results shown are only based on a limited number of responses, rather than the usual 1,000 due to a change in survey provider. 

STAR (Survey of tenants and residents) 2020/21 results
Satisfied with the overall quality of their home 79% (based on 500 responses)
Satisfied that Norwich City Council provides a home that is safe and secure 86% (based on 250 responses)
Satisfied that Norwich City Council’s housing service is easy to deal with? 76% (based on 250 responses)
Satisfied with the housing service provided by Norwich City Council? 79% (based on 500 responses)


In July 2020The Housing Ombudsman (the independent public body that looks at complaints within the social housing sector) introduced a new code of conduct to ensure that all complaints from leaseholders and tenants were handled effectively and fairly. We comply with the new code but have made some significant improvements to the way in which complaints are recorded and handled. 

In 2020/21 (financial year):

Complaints Number
Number of housing complaints received 696
Number of these complaints that were responded to within 15 working days 335 (48%)
Number of these complaints that were justified*(we accepted we were at fault, or partly at fault, and needed to apologise or fix the problem) 95
Number of these complaints that were not justified* (we were not found to be at fault) 266

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.  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. However, because of the pandemic, housing services had to adapt and 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. 

The table below is an overview of the nature 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%
Employee Contractor attitude or conduct 60 9%
Other 4 1%