Complaints performance

Information about complaints we've received between 1 April 2023 and 31 March 2024.

Total complaints received

71 total complaints were received this year. Of those:

• 44 were Stage 1 complaints
• 27 were Stage 2 complaints

There was a 21% decrease in complaints received compared with last year (2022 to 2023).

61% of complaints progressed to Stage 2 (an increase from 36% in 2022-23).

73% of complaints were responded to within the Complaints Policy timescales (a decrease from 98% in 2022-23)

Complaints that go to the Ombudsman

Complainants who are not satisfied with the Council's Stage 2 response can raise their complaint with the Local Government and Social Care Ombudsman or the Housing Ombudsman in the case of complaints about social housing owned by the Council.

The Council had no complaints investigated by the Ombudsmen in 2023-24.

Service improvement and learning points

We remain committed to continuously improving the services we provide to Borough residents.

As part of our commitment to maintaining a positive complaint handling culture within the organisation, learning points and service improvements have been identified from complaints. These learnings have influenced changes in service delivery and processes in the past year and will continue to do so in the coming year.

Read our annual reports for more information

Our Annual Complaints Performance Report contains full details of our complaint performance for all Council services from 1 April 2023 to 31 March 2024.

It also has key learnings and service improvements made following the resolution of complaints.

Read the:

Our Housing Complaints Performance Report contains full details of complaint performance by Metropolitan Thames Valley Housing in relation to the social housing owned by the Council for the period 1 April 2023 to 31 March 2024.

Read the:

Self-assessment against the Housing Ombudsman's Complaint Handling Code

MTVH is fully compliant with the Complaint Handling Code. 

Read the:

Governing Body's response

The performance report shows two complaints were received about Harper House during the period 2023/24. Both complaints were upheld by MTVH and improvements implemented by the Council as a result of the feedback. No complaints were received in relation to the White House. There were no findings of non-compliance with the code and no reports received from the Ombudsman regarding their handling of complaints on behalf of the Council.   

The annual self-assessment against the Housing Ombudsman Complaint Handling Code confirms MTVH's compliance with the recently updated Code.