Harrow Council has seen a significant surge in housing complaints, with Stage 1 complaints increasing by 89% and Stage 2 complaints by a staggering 221% during the 2025-26 financial year, according to the Annual Housing Complaints Report. The report, presented to the Governance, Audit, Risk Management and Standards Committee, identifies repairs and property condition, damp and mould, and heating, hot water, and boiler issues as the primary drivers behind this increase.
The rise in complaint volumes is attributed to both improved access to the complaints process and significant service pressures. Megan Zinkrich, Head of Insight and Housing Strategy, acknowledged that the Housing Division is not satisfied with current performance and is implementing a range of interventions to enhance complaint handling and improve service quality.
These interventions include a comprehensive review of the housing complaints policy and compensation policy, alongside the development of an unreasonable behaviour policy for housing. Key changes expected are a reduction in overdue complaints, improved consistency in complaint handling, better data accuracy for identifying complaint themes, increased visibility of case progression, and a more holistic approach to complaint investigations. A more resident-focused culture is also a key objective.
To better manage complex cases, a new role of Complex Complaints Coordinator was created, and a Repairs Complaints Coordinator role was introduced. Enhancements are being made to the complaints process within the housing system (Civica Cx), including improved complaint categorisation, vulnerability and contact preference alerts, and linking Stage 1 and Stage 2 complaints. The Housing Ombudsman Code has been adopted, with a self-assessment completed and a focus on improving response quality and early resolution practices.
Specific 'interventions' to improve service quality and response times include enhanced contractor oversight, particularly in partnership with the Residents' Board, to improve repairs delivery. Improved escalation routes for vulnerable residents and emergency repairs are also being implemented. Furthermore, comprehensive stock condition surveys are being undertaken to address underlying asset issues, aiming to reduce repeat repairs and enhance the customer experience.
Staff training is a key focus, with the roll-out of Housing Ombudsman training modules and the development of an interactive digital training plan. The division is also participating in a pan-London housing complaints forum to share best practices. Regular meetings are held to oversee, manage, and learn from housing complaints, including weekly service-themed meetings, fortnightly Stage 2 complaints meetings, and monthly Learning from Complaints meetings.
Despite the rise in complaints, there has been an improvement in response timeliness for Stage 1 complaints, reaching 78.6% within timescales, though this remains below the target of 10 working days. Stage 2 response timeliness also improved to 58.5%, falling short of the 20 working day target. Overall response performance improved to 68%.
Vulnerable and elderly residents represent the largest demographic lodging complaints. Efforts are underway to improve escalation arrangements for these residents, though specific actions are not detailed in the report.
The Housing Ombudsman Service determined 14 cases in the year, with 12 resulting in reportable outcomes, 30 findings of maladministration, and £8,759 paid in compensation.
More information on the committee's discussions can be found in the Public reports pack.
