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

Between 1st April 2025 to 31st December 2025, we received:

Nature of Complaints Stage 1 Stage 2 Total
Appeal 7 7 14
Assessment and Care Planning 3 0 3
Care standards 13 0 13
Financial issues 2 0 2
Inaction to a request for service 50 2 52
Other 98 25 123
Poor communication 57 8 65
Poor service 147 53 200
Safeguarding 7 0 7
Staff behaviour 28 8 36
Unhappy with policy 11 8 19
Wait for service 49 13 62
Total 472 124 596

Complaints received by service area

Service Area Stage 1 Stage 2 Total
Aids and Adaptations 36 7 43
ASB Handling 26 14 40
Assets 51 9 60
Compliance 39 9 48
Corporate Services 7 4 11
Estate Services – Communal Cleaning 6 4 10
Estate Services – Grounds 14 4 18
Garages 1 1 2
Leaseholders 4 1 5
Rent Income 10 1 11
Repairs 194 47 241
Resident Involvement 2 0 2
Right to Buy 4 0 4
Support / Welfare 8 3 11
Tenancy Management 65 18 83
Voids 5 2 7
Total 472 124 596
Category Stage 1 Stage 2 Total
No. responded to 416 111 527
No. responded to on time 362 102 464
% responded to on time 87.02% 91.89% 88.05%
Category Stage 1 Stage 2 Total
Upheld 222 68 290
Not upheld 194 43 237
% upheld 53.37% 61.26% 55.03%

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