Annual Complaints Report 2024/5

We've published the 2024/5 Annual Complaints Report. This report provides data and commentary relating to our complaint handling process including learning outcomes.

The aim of complaint handling is to make sure that our complaints process is accessible, transparent and fair to all. We strive to make sure everyone feels listened to and is kept informed throughout the process.

Wherever possible, our key focus is taking early intervention and having a proactive approach to resolve the issues. It is also important  that we make sure that we identify any learning outcomes and service improvements and embed these into the culture and processes of the organisation quickly to prevent further dissatisfaction.

The annual report this year includes many examples of where this has been achieved, and we will continue to demonstrate to our customers that we are committed to continue learning from complaints and where we can correct things that have gone wrong.

Councillor Hayes said: "This year’s Annual Complaint Handling Report clearly identifies an improvement in complaint handling with the lowest volume in formal complaints being logged alongside improved performance around response times in target since 2020 when the new policy was introduced."

"I welcome the focus in the report on providing positive examples of service improvements and customer excellence which have come from complaints."

"While there are still areas to focus and improve on, there are many examples which demonstrate we have worked collaboratively both with customers and other service areas to make sure the issues raised by them are resolved and steps put in place to prevent others from having to complain."

"It remain a clear objective from all colleagues within Nottingham City Council Housing Services that any dissatisfaction is reported, investigated and clear outcomes  provided. It is important that customers feel able to approach us, talk to us, and trust that their issues will be fairly reviewed.

"I know we all strive in making sure our customers feel safe, secure, listened to and valued in everything we do."

"NCC Housing services remains fully compliant in the Statutory Housing Ombudsman Complaint Handling Code self-assessment, working closely with the Housing Ombudsman Services and promoting and raising awareness of the service across the organisation and with customers."

You can read the Annual Complaints Report here.