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Housing Ombudsman Complaint Handling Code

The Councils are Registered Providers of Social Housing but only currently offer Temporary Accommodation properties, however, we aim to comply with the Housing Ombudsman’s Complaint Handling Code.

For minor repairs and maintenance issues please inform your appointed Housing & Benefit Advisor in the first instance, or call Housing on 0808 168 2222.

Any complaint a tenant accommodated in our owned or managed temporary accommodation needs to make can be made by using the Council’s complaints pages.

Broadland - Make a complaint to Broadland District Council

South Norfolk - Make a complaint to South Norfolk Council

Alternatively, you can make a complaint through the following channels:

Telephone: 0808 168 2222

Email: housing.advice@southnorfolkandbroadland.gov.uk

Post: South Norfolk Council and Broadland District Council, The Horizon Centre, Peachman Way, Norwich, NR7 0WF

Through this Code we aim to support the earliest resolution of complaints to avoid issues escalating and detriment to our tenants housed in our owned or managed temporary accommodation.

Please see our complaint handling codes below

Broadland complaint handling code

South Norfolk complaint handling code

Tenant Satisfaction

About Tenant Satisfaction Measures

The Regulator of Social Housing has created a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. This will involve a set of tenant satisfaction measures that social housing landlords must report on. People will be able to use these measures to understand how well landlords are doing. These measures should:

  • let tenants see how well their landlord is doing
  • highlight areas where the landlord needs to improve

The tenant satisfaction measures will cover all kinds of rented social housing in England, however for South Norfolk and Broadland Councils this will only be for owned temporary accommodation properties. These measures came into effect April 2023.

Questions included in these measures

Tenant Satisfaction at South Norfolk and Broadland Councils

South Norfolk and Broadland Councils will share the results of the first survey by June 2025.

We will continue to review how we engage with South Norfolk and Broadland tenants and use these measures to help in guiding us to improve and develop our services and provision of temporary accommodation.