A report reviewed by Cabinet sets out where housing services have fallen short, what tenants have told the council and improvements being made, including investment in extra resources to help resolve issues more effectively.
East Devon District Council has published its annual housing complaints report, highlighting how issues raised by tenants have led to changes in the way housing services are delivered in the area.
The report, which was reviewed by Cabinet last week, sets out where services have fallen short, what tenants have told the council and the improvements being made as a result, including investment in additional resources to help resolve issues more effectively.
Several improvements introduced during the year in response to tenant feedback and complaint investigations are described in the report, including the creation of a dedicated Housing Performance Lead role to identify trends and ensure learning is embedded across the service.
The council has also strengthened oversight of repairs contractors through regular performance meetings and introduced new customer satisfaction surveys to better understand tenants' experiences and identify opportunities for improvement.
Tenant involvement through the Housing Complaints Support Panel has been key, with the volunteer member’s continuing to review cases and provide independent feedback on how services can be improved. Recommendations from the panel have helped shape changes to complaint communications, making them clearer and easier for residents to understand.
Councillor Dan Ledger, East Devon District Council's Portfolio Holder for Sustainable Homes and Communities, said:
"Being open about our performance and where we need to improve is an important part of building trust with our tenants and ensuring we learn from the concerns people raise.
"Complaints remain an important source of feedback and are helping us to better understand people’s experiences and prevent issues from recurring.
"This report shows an increase in complaints, which reflects the social housing sector nationally, with greater demand for services, increased scrutiny and a stronger culture of reporting and learning from tenant concerns.
"Our focus remains on understanding the concerns being raised locally and making improvements where they are needed.
"We recognise that behind every complaint is a tenant who feels that something has not gone as it should, so it is vital that when they take the time to tell us about it, we listen and act.
"Where services have fallen short, we are taking action and using that feedback to make real changes. We've already taken steps to improve repairs, strengthen oversight, and improve communication as a result of what tenants have told us.
"We still have more work to do, and we remain committed to listening to our tenants, learning from feedback and focussing on continuously improving the services we provide."
Alongside the annual complaints report, Cabinet also reviewed the council's self-assessment against the Housing Ombudsman's Complaint Handling Code, which demonstrates how the authority is working to ensure complaints are handled fairly, consistently and in line with national expectations.
While some Housing Ombudsman cases were concluded during 2025/26, some of the figures in the report relate to complaints raised in previous years. The council says significant changes have been implemented since 2024 to strengthen oversight, increase resources and improve complaint handling.
Action pledged as campaigners raise fears at MP’s meeting
Operation Seabird targets marine crime and protects wildlife
Public warned over scammers posing as police officers
Exeter primary school wins innovation competition for fifth consecutive year with “outstanding” Mars habitat project
World-first study into rare lung disease launched in Exeter
Devon confirms locations of ambitious SEND Experts at Hand pilot
Community groups invited to free advice on City Grants applications
Water park progresses as nearby facility stays open for late summer sun
Devon communities offered winter support
New campaign asks people who smoke in Devon: “What Will You Miss?”
Celebrating our sea “more important than ever” after sewage closes Exmouth beach for 111 days last year
Cranbrook Celebrates Official Opening of Ingrams Sports Pitches and Pavilion
Train4Tomorrow’s free Skills Bootcamps have been praised for ensuring age isn’t a barrier to training.
Public urged to avoid Littleham Brook and nearby swimming spots following pollution incident
Devon Air Ambulance hold inaugural Cycle Challenge
Local young artist’s work welcomes NHS research participants
