Complaints Handling
Housing’s Complaints Policy aims to ensure all complaints are handled fairly, efficiently, and effectively.
If you need the policy in an alternative format, for example large print, translated, digital or audio, please contact us on 01932 838383.
Every year we review the complaints made to us and try to make improvements.
We look at whether we comply with the statutory Housing Ombudsman Complaint Handling Code
The Complaints Performance and Service Improvement Report looks at complaint handling between April 2025 and March 2026. It was approved by the Council’s Housing Committee on 16th September 2026.
The committee’s response to the annual Housing Complaints and Service Improvement Report is: On 16th September 2026 Runnymede Borough Council Housing Committee received the Complaints Performance and Service Improvement report for 2025/26. The report is noted and endorsed by this committee. While the poor performance on complaint response times was of concern, the changes to systems and working practices are welcomed, along with early indications of improvement. The additional resources will enable progress on the improvement action plan. The recommendations resulting from scrutiny by tenants is welcomed and the implementation and outcomes will be monitored.
Housing Complaints Performance and Service Improvement Report 2025-2026 (PDF 7.56 MB)
The self assessment against the code is Self assessment 2025-2-26 (PDF 457 KB)
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