Housing complaints and compliments

Compliments

A compliment is defined as a customer statement of positive recognition or praise for a service or member of staff.

If you would like to pay us a compliment, you can contact us by:

Compliment us using our online form

• Writing to us at: South Cambridgeshire Hall, Cambourne Business Park, Cambourne, Cambridge. CB23 6EA
• Calling us on 01954 713 000

Complaints

Whilst we try our best to deliver first-class customer service at all times, we recognise that sometimes we may not perform as well as we could.

If this is the case, please let us know so we can put it right and learn from our mistakes.

You should complain if:

• You are unhappy about how your enquiry was dealt with
• you are unhappy with how an officer has treated you
• you are unhappy with our standard of service

How to complain?

Please include as much detail as you feel is necessary and complete our online complaints form.

You can also complain by:

• writing an email to feedback@scambs.gov.uk
• Calling the contact centre on 01954 713 000
• Writing a letter to South Cambridgeshire Hall, Cambourne Business Park, Cambourne, Cambridge, CB23 6EA

Please see our complaints policy for more information (currently being reviewed to ensure it is compliant with the new Housing Ombudsman's Complaint Handling Code 2024).

Housing Ombudsman Complaint Handling code Self-assessment

The Social Housing (Regulation) Act 2023 (the Act) empowered the Housing Ombudsman to issue a code of practice about the procedures members of the Scheme should have in place for considering complaints.

We have reviewed how our housing service handles complaints, in response to the new Housing Ombudsman's Complaint Handling Code 2024. Our self-assessment  [PDF, 0.4MB]includes a list of actions that we plan to take to build upon the current service.

Housing Annual Complaints Performance Report 2023/2024

As part of the Complaints Handling Code, we are required to produce an annual complaints performance report. In compliance with the regulations, the Housing Annual Complaints Performance Report 2023/24 [PDF, 0.4MB] was considered by the Housing Engagement Board at their meeting on 12 December 2024.

In response to the report, the Housing Engagement Board noted that satisfaction with the landlord’s approach to handling complaints was low.  Whilst it was acknowledged that this was the trend nationally, it was also noted that during 2024 extensive training on complaints handling had been implemented, alongside greater internal scrutiny.  It was agreed at the meeting that in the next annual tenant satisfaction survey to be undertaken in January 2025, a further question would be asked to better understand the reasons for the low satisfaction in this area.