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 2025-26 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 1 2026/27 – April 1st to June 30th 2026 | |
| Complaints received and responded to in period |
| Nature of Complaints | Stage 1 | Stage 2 | Total |
| Communication | 24 | 1 | 25 |
| Contractor Issue | 8 | 5 | 13 |
| Decision/Policy | 16 | 6 | 22 |
| Dissatisfaction with Stage 1 | 0 | 15 | 15 |
| Other | 8 | 1 | 9 |
| Staff conduct | 8 | 0 | 8 |
| Standard of work | 26 | 3 | 29 |
| Timescale | 41 | 5 | 46 |
| TOTAL | 131 | 36 | 167 |
Complaints received by service area
| Service Area | Stage 1 | Stage 2 | Total |
| Aids and Adaptations | 8 | 4 | 12 |
| ASB Handling | 8 | 1 | 9 |
| Assets Planned Programmes | 19 | 3 | 22 |
| Assets Strategy | 4 | 1 | 5 |
| Compliance | 10 | 6 | 16 |
| Damp, Mould, Condensation | 4 | 5 | 9 |
| Estates Communal Cleaning | 2 | 0 | 2 |
| Estates Grounds Maintenance | 4 | 0 | 4 |
| Fencing | 4 | 0 | 4 |
| Leasehold | 2 | 2 | 4 |
| Rent Income | 5 | 0 | 5 |
| Repairs | 44 | 8 | 52 |
| Support / Welfare | 1 | 0 | 1 |
| Tenancy Management | 12 | 6 | 18 |
| Voids | 4 | 0 | 4 |
| TOTAL | 131 | 36 | 167 |
| Category | Stage 1 | Stage 2 | Total |
| No. responded to | 94 | 24 | 118 |
| No. responded to on time | 84 | 15 | 99 |
| % responded to on time | 89.36% | 62.50% | 83.90% |
| Category | Stage 1 | Stage 2 | Total |
| Upheld | 46 | 12 | 58 |
| Not upheld | 48 | 12 | 60 |
| % upheld | 48.94% | 50.00% | 49.15% |
