Latest Annual Complaints Report published

We've published the 2023/4 Annual Complaints Report. This report provides data and commentary relating to our complaint
handling process.

The aim of complaint handling is to make sure customers are listened to. Wherever possible, our key focus is taking early intervention and having a proactive approach to resolve the issues. It is also
important as a learning organisation 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. 

Councillor Hayes said: "This year’s Annual Complaint Handling Report identifies, 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 make sure root causes are identified and  improvements in place to prevent others from having to complain."

"I think the report outlines the clear aims in making sure continuous improvements ,listening to customers ,being accessible and transparent in our communication ,delivering the best  customer service are at the heart of everything we do at Nottingham City Council Housing Services."

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

"It’s important to note that we are fully compliant in the new Statutory Housing Ombudsman Complaint  Handling Code self assessment and we continue to work closely with the Housing Ombudsman Services and promote and raise the awareness of the service across the organisation and with customers."

You can read the Annual Complaints Report here.