Complaint handling

We raise awareness of how to complain or make a compliment through:

• the Great Yarmouth Borough Council website
• the Tenancy Services Team advice via the phone or in person
• the newsletter for tenants (News and Views)
• written correspondence with tenants, leaseholders and residents
• messages shared on the Resident Engagement Facebook page

We produce a Annual Complaint and Service Improvement Report that provides an overview of the Council's complaints performance.

There is also a summary of our complaints performance 2024-25.

The Council's Member Responsible for Complaints response to the Annual Complaint and Service Improvement Report and Self-Assessment:

As Great Yarmouth Borough Council's Member Responsible for Complaints (MRC) and Portfolio Holder for Governance and Major Projects, I confirm that I have reviewed the council's self-assessment against the Housing Ombudsman's 2025 Complaint Handling Code, and I am satisfied with the robustness of the self-assessment. The council continues to meet the requirements set out to provide an effective complaint handling experience.

We continually welcome complaints to enable us to improve the services and experiences we offer to tenants. We have seen a rise in complaint volumes, a clear sign that more tenants are using the complaints process as a way of raising their concerns. While this indicates a greater awareness, it also highlights where we must continually learn from tenant experiences in delivering our core service commitments.

The themes emerging from complaints, including record keeping and service delays, are being addressed via a strengthened improvement plan.

We welcome the Housing Ombudsman's oversight and are using it as an opportunity to learn. Our maladministration rate, while in line with sector averages, highlights the need for continued vigilance and learning. Failings, particularly in complaints involving cases of damp and mould, are being taken seriously and addressed.

The Annual Complaint Performance and Service Improvement Report provides a comprehensive and informative analysis of complaints received in 2024/5 and demonstrates how complaints are being used to support service improvement. The council's approach to complaints is to be proactive and - where there has been poor service - to rectify things promptly.

Both documents were considered by the council's Audit and Risk Committee on 7 July 2025, which provided endorsement of the documents.