Annual Review of Complaints & Compliments

At Horton Housing, we expect high standards throughout our services, but recognise that occasionally things go wrong. 

We aim to deal with and investigate all complaints thoroughly and promptly. By doing this we can find a solution, put people’s minds at rest and prevent it happening again. Each year, we keep a record of all complaints, compliments, and suggestions from our clients and external customers so that we can identify what we are doing well, and also any problems we need to act upon in order to improve service delivery.

Below are the complaints and compliments that we received in 2019 to 2020.


  • 230 informal complaints – 206 of these were resolved.
  • 107 formal complaints. 

Here are the four main formal complaints that we received and what are doing to address them:

Quality and training of staff

  • All staff will complete the training identified by the Training Needs Analysis (TNA).
  • Address any additional/individual training needs identified.
  • Continue compliments, suggestions and complaints discussions and encourage/share good practice through team and other meetings.

Reduce the number of neighbour complaints and anti-social behaviour (ASB)

  • Deliver ‘tenancy ready’ education and training for people in our accommodation.
  • Continue to consult and involve people we work with through forums, group meetings, one to one and social activities to improve social skills and reduce anti-social behaviourPlease note that these activities are subject to COVID-19 safety restrictions.
  • Continue to address anti-social behaviour through support planning and application of Horton’s policies and procedures.
  • Support clients and neighbours to reduce/prevent anti-social behaviour by working with local PCSOs, probation and health services.
  • Promote and support tenant engagement, participation and empowerment in line with the National Housing Federation’s (NHF) ‘Together with Tenants Charter’.

Improve the quality and satisfaction of repairs

  • Implement necessary training for maintenance staff.
  • Frequent checks, monitoring and reporting of maintenance work to staff.
  • Review and improve the current list of approved suppliers/contractors. Increase the ability to meet repairs, maintenance and testing timescales by identifying new contractors.

Accommodation – identify and work with decent landlords

  • Continue to identify new landlords and improve partnership with other Registered Providers and private landlords.

Other formal complaints included fly tipping, electricity costs, service expectations and disposal of left belongings.


597 compliments – some of which has been taken from the 113 Stakeholder Satisfaction Survey responses.

Compliments received from stakeholders and clients related to:

  • Quality of the service e.g. ESOL classes and positive outcomes for clients.
  • Quality of support.
  • Quality of communication and helpfulness/friendliness of staff.

Some stakeholders would like support to be for longer. Limits of contracts and our aim to promote client independence means that this is not always possible or beneficial.

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