Complaints

What is a complaint?

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.

This could be about:

• A failure or delay in delivering a service
• Providing a poor quality service
• Concern about the attitude or behaviour of a member of our staff
• A failure to follow council policies or procedures
• Concerns about alleged fraud or corruption.

How to make a complaint

Housing Ombudsman Complaints Report

This report includes:

• An analysis of the complaints received by Waverley's Housing Service between 1 April 2023 and 31 March 2024
• Details of any determinations received from the Housing Ombudsman between 1 April 2023 and 31 March 2024
• A summary of the service improvements that have been made as a result of learning from these complaints
• A self-assessment against the requirements of the Housing Ombudsman's Complaints Handling Code (as a separate document)
• A response from a Councillor as the Member Responsible for Complaints.

Annual Complaints and Service Improvement Report (opens in new tab)

Self-Assessment against the Housing Ombudsman's Complaints Handling Code

More information

If you need this information in an alternative format, please email the Service Improvement Team at service.improvement@waverley.gov.uk