A report presented to the Cabinet on 20 October 2026 highlighted the significant challenge of increasing complaint numbers and decreasing resolution times. The new plan outlines strategies to drive improvement across council services.
The Complaints Improvement Plan will specifically target housing, which accounts for over half of all complaints received in 2025/26. This initiative seeks to build on progress, including a 9% fall in complaints upheld by the Housing Ombudsman in one year.
Despite some progress, the council faces significant work, with 85% of complaints to the Housing Ombudsman being upheld and the highest number of upheld complaints among authorities reviewed by the Local Government Ombudsman.
“"Our residents deserve services that are responsive, accountable and focused on getting things right, the first time. The findings in this report show some improvements but we know that we have much more work to do. We have inherited complaint outcomes that are nowhere near good enough. Too often, residents feel let down when they try to resolve problems with us. We are determined to fix this, with honesty, urgency and transparency."
Cllr Jo Kuper emphasised that complaints are a vital source of feedback for identifying service shortcomings and areas needing change. The focus is on effective response and learning from feedback.
Improving the resident experience, including complaint management, is a key council priority. The two-year plan includes targeted work in housing, investment in customer services, and strengthening front-door services to reduce resident frustration and meet high standards.
Progress will be closely monitored, ensuring residents and councillors can hold the council accountable for delivering meaningful improvements. Measurable progress is expected in the 2026/27 Feedback and Resolutions Report.
