Last updated:

21st September 2026

How we improve our services

How we use your feedback

Every complaint and compliment helps us improve. We use feedback to:

  • Identify service improvements
  • Improve policies and procedures
  • Provide additional staff training
  • Recognise excellent customer service
  • Make sure resident feedback shapes how services are delivered in the future 

Your voice matters, and we welcome all feedback about our housing services.

Housing Ombudsman Complaint Code Self-Assessment 

Each year, we complete a self-assessment against the Housing Ombudsman's Complaint Handling Code to check that our complaints process meets the required standards and follows best practice. This helps us identify what we are doing well, where we can improve, and gives residents confidence that complaints are being handled openly, consistently and fairly. We publish our self-assessment as part of our commitment to transparency and accountability.

We are currently completing the 2026 self-assessment which will be published by the 30th September 2026. Please see previously completed self-assessment below:

Housing Service Annual Report 

Each year, we publish an Annual Complaints Report to show residents how complaints have been handled, what we have learned, and the improvements we have made as a result of resident feedback. This is a requirement of the Housing Ombudsman's Complaint Handling Code and helps ensure we remain open, accountable and transparent. The report provides an overview of complaint performance, key themes, lessons learned and the actions we have taken to improve services for residents.

We are currently preparing this year’s annual report, but previous copies can be found below:

Member responsible for complaints 

The Housing Ombudsman's Complaint Handling Code requires social housing landlords to have a designated Member Responsible for Complaints to provide oversight, challenge performance, and help ensure complaints are handled effectively and fairly. 

Our Lead Member for Complaints plays an important role in reviewing complaint performance, monitoring learning from complaints, and ensuring resident feedback helps shape service improvements. They provide independent oversight and help ensure that complaints remain a priority across the Housing Service. 

As part of this role, the Lead Member reviews our annual complaints performance and supports our compliance with the Housing Ombudsman's Complaint Handling Code. They also publish an annual statement for residents, outlining their assessment of complaints performance, key achievements, areas for improvement, and how resident feedback has helped drive positive change. 

This helps provide transparency, accountability and assurance that complaints are taken seriously and used to improve services for residents.

Wokingham Borough Council’s Member Responsible for Complaints is Councillor Stephen Conway, Leader of the Council and Cabinet Member for Housing. 

Further questions

Please get in touch should you have any further questions about housing complaints of compliments. 

Email - CCOHousing@wokingham.gov.uk

Telephone - 0118 974 6000 and press option 4 for Housing 

Give website feedback

Happy face Neutral face Sad face