Complaints and feedback

Annual reports and assessments

We provide an annual report covering, Adults social care, Children’s social care, and Corporate complaints. It includes:

learning from Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman Services (HOS) investigations
performance levels
themes
payments
costs of delivering the service
service improvements

City of York Council is committed to transparency, accountability, and continuous improvement in complaint handling. In line with our obligations under the Housing Ombudsman Service’s statutory Complaint Handling Code, Housing Ombudsman Self Assessment - City of York Council you can read the signed statement from the Member Responsible for Complaints in the Signed Members Responsible for Complaints Statement for Annual Complaints Performance and Service Improvement Report (April 2024 to March 2025).

This statement confirms approval of the Annual Complaints Performance and Service Improvement Report for April 2024 to March 2025, which has been considered by the Corporate Scrutiny Committee Agenda for Corporate Scrutiny Committee on Monday, 10 November 2025, 5.30 pm and was presented to the Combined Executive Member Decision Session on Tuesday 2 December 2025. It also reaffirms the Council’s ongoing commitment to compliance with the Housing Ombudsman’s Complaint Handling Code and to delivering improved outcomes for residents.

Read our previous complaints reports