Feedback for Housing Landlord Service

Comments, compliments and complaints

We aim to provide excellent housing services and give the best customer service possible. All feedback received is viewed positively, as a valuable resource, enabling us to continuously improve the services we provide. 

If you wish to know more about this topic, or make a comment of any kind, please click the following link. Comments, Compliments and Complaints

For further information on Social Landlord Complaints please visit Know how to complain (socialhousingcomplaints.campaign.gov.uk)

The Housing Ombudsman Service

You can contact the Housing Ombudsman at any stage for guidance about making a complaint about your landlord.   

South Holland District Councils Self Assessment Form (PDF) [318KB] (opens new window)(opens new tab) 

Lead contacts for Housing Complaints 

• Lead Officer for Housing Complaints is the Business Support Manager. You can contact them by email housingcomplaints@sholland.gov.uk or phone 01775 761161 
• Member Responsible for (Housing) Complaints is the Portfolio Holder - Communities and Operational Housing. You can contact them by email housingcomplaints@sholland.gov.uk or phone 01775 761161 

Tenant Satisfaction Survey Results 23/24

We are pleased to present the results of our first Tenant Satisfaction Measure (TSM) survey. The survey is representative of our tenants as whole and was carried out by telephone to meet the standard for it to be statistically reliable. Thank you to all 522 tenants who took the time to complete the survey. 

We are pleased that almost three quarters of our households are satisfied with our service overall. While a significant proportion of tenants reported satisfaction, there is an opportunity for us to further strengthen efforts in areas such as complaint handling and responding to cases of anti-social behaviour, to create safer and more harmonious communities. We remain committed to fostering a culture of continuous improvement and have set out our approach to service improvements as part of our new Landlord Strategy available at www.sholland.gov.uk/housing-policies. Quarterly updates on our performance will be published at www.sholland.gov.uk/about-your-landlord

The Regulator of Social Housing produced an easy read guide which can be found by clicking here.

Tenant Satisfaction Measures with benchmarking December 2024 (PDF, 93 KB)

South Holland TSM Survey 2023-2024 Summary of Approach (PDF, 151 KB)

South Holland DC TSM Survey 23-24 Questionnaire (PDF, 1 MB)

Annual Complaints Performance & Service Improvement Report 2023-2024

We have reviewed the 2023-2024 year for complaints received during the year. The report sets out the common themes, challenges and concerns, identifies service improvements.

Annual Complaints Performance & Service Improvement Report (PDF, 296 KB)(opens new window)

ANNUAL Complaints Performance & Service Improvement Report Accessible Version (PDF, 166 KB)