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 and a statement from our Board.

Click here for our 2024-25 Complaints Performance and Service Improvement Report.

Click here for our most recent self-assessment.

Click here for a statement from the landlord, West Northamptonshire Council.

Click here for our Complaints and Feedback Policy.

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

Complaints received

Year to date at quarter 4 2025/26 – April 1st to March 31st 2026
Complaints received and responded to in period

RECEIVED YTD:
Nature of Complaints Stage 1 Stage 2 Total
Chasing up on request 46 8 54
Damp and mould 16 7 23
Delay in resolution 15 10 25
Environmental Problems 4 1 5
Internal works related 2 2 4
Parking Issues 3 0 3
Unable to categorise 7 0 7
Unhappy with contractor 40 8 48
Unhappy with neighbour 6 1 7
Unhappy with NPH action/decision 77 57 134
Unhappy with NPH policy 10 7 17
Unhappy with NPH staff 46 8 54
Unhappy with WNC action/decision 3 1 4
Unsatisfactory NPH service 348 58 406
Unsatisfactory SLA 18 13 31
Other 10 10 20
TOTAL 651 191 842

Complaints received by service area

Service Area Stage 1 Stage 2 Total
Aids & Adaptations 44 7 51
ASB Handling 31 14 45
Assets 85 18 103
Compliance 56 22 78
Corporate Services 8 6 14
Estates Cleaning 12 6 18
Estates Grounds 16 4 20
Garages 1 1 2
Leasehold 7 4 11
Rent Income 17 4 21
Repairs 254 70 324
Resident Involvement 2 0 2
Right to Buy 4 0 4
Support / Welfare 10 4 14
Tenancy Management 97 29 126
Voids 7 2 9
TOTAL 651 191 842
Category Stage 1 Stage 2 Total
No. responded to 651 191 842
No. responded to on time 535 155 690
% responded to on time 82.18% 81.15% 81.95%
Category Stage 1 Stage 2 Total
Upheld 338 112 450
Not upheld 313 79 392
% upheld 51.92% 58.64% 53.44%

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