Complaint Performance Report

Date: 06 October 2026     
Lead Cabinet Member: Councillor Alan Tyerman     
Email: alan.tyerman@torbay.gov.uk
 
Lead Director: David Carter     
Email: david.carter@torbay.gov.uk

1. Purpose of Report:

1.1  The purpose of this report is to ensure that we achieve best practice in complaint handling and ultimately provide a better service to tenants.

1.2  The reasons for the proposal and the need for the Director of Regeneration and Councillor for Housing to provide comments is to demonstrate to the Housing Ombudsman that we are operating our Complaints Handling in line with their Code.

2. Reasons for Recommendations/Proposed Decision:

2.1  The responses demonstrate that they have had sight of the Complaint Performance Report together with the self-assessment. That they are assured that the self-assessment reflects the landlord’s complaint handling practice.

3. Background and Context:

3.1 From 1 April 2024 the Housing Ombudsman Complaint Handling Code became statutory. Landlords are obliged by law to follow its requirements. There will be a legal duty placed on the Ombudsman to monitor compliance with the Code.

3.2  This report seeks approval and comments from Director of Regeneration and Councillor for Housing regarding complaint handling for their social housing stock in line with the Housing Ombudsman Complaint Handling Code.

4. Complaint handling:

4.1 In the last reporting year 2025/26 Torbay Council received three complaints.  All three complaints were resolved at Stage1 and in all three cases compensation payments were awarded.

4.2  The first complaint was regarding the amount of time the tenant had to stay home for various plumbing issues. Torbay Council apologised for the inconvenience caused and offered a small compensation.

4.3  The second complaint was regarding water leaks coming into a bedroom and lounge.  Unfortunately, the bedroom could not be used until the issue was resolved.  Torbay Council apologised for the inconvenience caused and offered compensation in line with the Housing Ombudsman guidelines.

4.4  The third complaint followed a flood at a property this included damage to clothing, launderette charges, furniture needing to be replaced and the impact of health and wellbeing.  Torbay Council apologised and for the inconvenience caused and offered compensation in line with the Housing Ombudsman guidelines.

4.5  All of the complainants had recently moved into newly completed or refurbished homes and the issues were unfortunate.  

4.6  Torbay Council we will continue to learn from all complaints received.

5. Monitoring and Evaluation:

Director of Regeneration and Councillor for Housing are responsible for ensuring the Housing Ombudsman Complaint Handling Code is adhered to within the organisation and monitored and evaluated.

Appendices:

Appendix 1: Self-assessment 2026

Background Documents:

Guidance on annual submissions | Housing Ombudsman Service

Officer Contact Details:

• Name:  Sam Irving
• Title:  Head of Strategic Housing & Delivery
• Email address: Email Sam Irvingsam.irving@torbay.gov.uk

Director of Regeneration and Councillor for Housing’s comments:
We are pleased to see continued progress through the self -assessment, as ever it remains our responsibility to comply.