NPH manage Housing Ombudsman complaints on behalf of the landlord West Northamptonshire Council.

NPH’s complaints process follows the Housing Ombudsman Complaint Handling Code and we annually self-assess against the Code.

Each year we publish an Annual Complaints Performance and Service Improvement Report which includes our self-assessment.

Click here for our 2023-24 Complaints Performance and Service Improvement Report.

Click here for our most recent self-assessment.

Each quarter we will publish our complaint handling performance and service improvements.

Complaints received

Between 1st April 2024 to 31st December 2024, we received:

Category Stage 1 Stage 2 Total
No. responded to 517 86 603
No. responded to on time. 366 47 413
% responded to on time 70.79% 54.65% 68.49%
Category Stage 1 Stage 2 Total
Upheld. 350 57 407
Not upheld 167 29 196
% upheld 67.70% 66.28% 67.50%

How we’ve improved our services

As a result of your feedback we’ve made some changes:

  • Information given to a complainant by the Contact Centre was incorrect. Learning from this has informed new training modules that have been created in conjunction with the Housing Systems team for colleagues at the Contact Centre
  • We have reviewed complaints about solar panel repairs and delays to resolve this category of repair, due in part to poor communication between NPH teams. As a result, we’ve designed new ways of working which should result in an improved service for customers