Learning from Complaints
In 2025/26 we received 247 complaints.
These were broken down across the following service areas:
- 166 complaints relating to our repairs, maintenance and home improvement services
- 54 complaints relating to housing management services
- 27 complaints relating to housing registration and housing option services
Time taken to carry out repairs
By far the biggest cause of complaints was the time taken to carry out repair and maintenance work; accounting for 97 of the 247 complaints (39%). We know that this often relates to ‘complex repairs’, where multiple trades are needed and work needs to be programmed in and we can’t resolve on our first visit. We have made it a priority for this year to focus on improving the process for complex repairs so that we get these right and completed in time. We are also focussing on ‘overdue repairs’ reporting weekly on the number of repairs which are over their target date to ensure these are prioritised and backlogs are reduced and our resource management to ensure we have the correct resources in place to respond to repairs within target timescales.
Poor Communication
The second biggest cause of complaints was poor communication; accounting for 38 of the 247 complaints (15%). This was across all services. To improve communication, we will:
- Review the process for repairs that are not completed on first visit so that tenants are kept informed of what is happening with their repair
- We have launched a webpage where you can identify your Housing Management Officer (HMO) (by searching on your street) and find their contact details to make it easier to communicate with your HMO. See www.york.gov.uk/FindYourHMO.
- Engage more widely with you to find out how you want us to communicate better with you
- Increase the number of policies, procedures and factsheets available in easy read format