Norwich City Council welcomes feedback from residents.
Handling complaints effectively helps us resolve issues, learn from them, and prevent them from happening again.
The Housing Ombudsman investigates complaints about social housing providers. In April 2024, they introduced a new Complaint Handling Code to ensure complaints are dealt with fairly, promptly, and effectively.
This year’s report includes:
- Our self-assessment against the Housing Ombudsman’s Complaint Handling Code
- Information about the complaints we received during 2024–25
- Examples of service improvements made as a result of learning from complaints
- An overview of our Housing Ombudsman cases
- Our governing body response to the report
Complaint handling code self-assessment – June 2025
Complaints performance and service improvement report 2024-25
Cabinet minutes - 10 September 2025
The Annual Complaint Performance and Service Improvement Report, including the Complaint Handling Code Self-Assessment, was reviewed by Cabinet on 10 September 2025. The item is recorded in the meeting minutes (Page 15, Item 52).
