The Complaint Handling Code became statutory on 1 April 2024 and places a legal duty on landlords to comply and the Housing Ombudsman to monitor that compliance.
As a landlord, we will:
- conduct thorough investigations of your complaints
- use a two-stage complaint process with clear timeframes
- foster a culture of continuous learning and improvement in handling complaints
- ensure fairness and a resident-focused approach in complaint handling
- produce an annual self-assessment against the Complaints Handling Code
See our Council Housing Complaints Policy.
Before you make a complaint
Is it a complaint or request?
A service request is if you need to report an issue, such as asking for a repair.
A complaint is when you tell us you are unhappy with the standard of service, something we've done, or something we failed to do.
If you made a request and think think we didn't respond appropriately or take the right action, you can make a complaint.
How to make a complaint to us (your landlord)
Our online customer feedback form complies with the Housing Ombudsman's complaints handing requirements. It's the best way to send a compaint to us and you'll receive an email to confirm your submission for your records.
Please include:
- when you first reported the issue
- any actions we have taken since
- what you think we should have done
- what impact this has had on your or your household
Make a complaint using our customer feedback form
If you're unable to use the online form, here are other ways you can make a complaint:
- send an email OCCLSComplaints@oxford.gov.uk
- write to us (for the attention of Complaint HUBs)
- ring or visit customer services
What happens next
Once we have received your complaint, we aim to acknowledge it within 5 working days, and respond within 10 working days after that.
If the issue cannot be resolved within the timescale you will be advised of the reasons why and given a new deadline.
