Improving how we handle complaints

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Council Housing Tenants and Leaseholders

Improving how we handle complaints

You said: In the Tenant Satisfaction Measures (TSM) 2024/25 survey, only 49% of respondents said they were satisfied with how complaints and escalated service requests are handled.

We listened: Our complaints andling policy was introduced in 2025 and will be reviewed again in September 2027 to ensure it remains effective.

In our December 2025 staff newsletter, we also included an article to support staff understanding of the policy and to improve how complaints and service requests are managed and escalated

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Improving how we handle complaints

More information for walkabouts

Events held across the district

Tackling waste and pest issues

Tenant Panel Subgroup (Repairs)

Improving the speed of repairs

Improving repairs in the CO11 area

Improving communal cleaning in the CO11 area

Tackling rubbish, parking and dog fouling

Improving how we respond to emails

Improving how we communicate with residents

Improving support and communication in sheltered housing

Improving overall satisfaction in the CO16 area

Making the Tenant Panel more accessible

Improving how we handle complaints

Article 4 Direction relating to houses in multiple occupation

Brightlingsea Neighbourhood Plan

Essex coast recreational disturbance avoidance and mitigation strategy (RAMS)

What are the 'Garden Community Principles'?

Won't pressure be put on existing schools and medical facilities until new ones are built?

Clacton Round 1 - Highway verges (Holland-on-Sea - Jaywick)

Clacton Round 2 - Formal gardens (Clacton Area)

Clacton Round 3 - Council housing areas (Percy King Estate, Clacton)

Clacton Round 4 - Small verge areas (Holland-on-Sea - Jaywick)

Clacton Road 5 - Small open spaces (Holland-on-Sea - Jaywick)

Frinton and Walton Round 1 - Formal gardens (Frinton & Walton)

Frinton and Walton Round 2 - Highway verges and small open spaces (Frinton, Kirby & Walton Area

Harwich Round 1 - Formal gardens (Harwich & Dovercourt)

Harwich Road 2 - Highway verges and large open spaces (Harwich & Dovercourt)

Harwich Road 3 - Small highway verges and open spaces/haven gateway (Harwich & Dovercourt)

Rural Round – Council housing areas & open spaces (Elmstead Market, Gt Bromley, Ardleigh, Lawford, Manningtree, Mistley, Little Bromley, Gt Bentley, Alresford, Brightlingsea, Weeley, Frating)

All Areas Tractor Round – Large open space, recreation grounds & greenswards (Clacton, Holland on sea, Frinton, Walton, Harwich & Dovercourt)

Sheltered Housing Round - Clacton, Weeley, Frinton & Walton, Harwich, Lawford

St Marys Court, Clacton on Sea

Mead House, Walton on the Naze

Respecting your tenants' right to privacy

Election of a Police and Crime Commissioner for Essex - 6 May 2021

I think the amount I have paid is incorrect

If housing benefit has been overpaid

Duplicate Payment & Benefit Entitlement Information

Elections Act. 2022 – Absent Vote FAQs

Listen to Planning Committee Recordings

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Is your business forces friendly?

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Please click here to view our Housing Service Standards

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Important Changes Coming for Private Renters and Landlords: The Renters’ Rights Act 2025

2026 Tenant Involvement Calendar

2025 Tenant Involvement Achievements

More information for walkabouts

Events held across the district

Tackling waste and pest issues

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Repairs, Maintenance, Alterations/Improvements and Adaptations

Improving how we handle complaints

Improving how we handle complaints

More information for walkabouts

Events held across the district

Tackling waste and pest issues

Improving waste collection

Tenant Panel Subgroup (Repairs)

Improving the speed of repairs

Improving repairs in the CO11 area

Improving communal cleaning in the CO11 area

Tackling rubbish, parking and dog fouling

Improving how we respond to emails

Improving how we communicate with residents

Improving support and communication in sheltered housing

Improving overall satisfaction in the CO16 area

Making the Tenant Panel more accessible

Improving how we handle complaints

Article 4 Direction relating to houses in multiple occupation

Brightlingsea Neighbourhood Plan

Ardleigh Neighbourhood Plan

Essex coast recreational disturbance avoidance and mitigation strategy (RAMS)

What are the 'Garden Community Principles'?

Won't pressure be put on existing schools and medical facilities until new ones are built?

Alresford Neighbourhood Plan

Elmstead Neighbourhood Plan

Clacton Round 1 - Highway verges (Holland-on-Sea - Jaywick)

Clacton Round 2 - Formal gardens (Clacton Area)

Clacton Round 3 - Council housing areas (Percy King Estate, Clacton)

Clacton Round 4 - Small verge areas (Holland-on-Sea - Jaywick)

Clacton Road 5 - Small open spaces (Holland-on-Sea - Jaywick)

Frinton and Walton Round 1 - Formal gardens (Frinton & Walton)

Frinton and Walton Round 2 - Highway verges and small open spaces (Frinton, Kirby & Walton Area

Harwich Round 1 - Formal gardens (Harwich & Dovercourt)

Harwich Road 2 - Highway verges and large open spaces (Harwich & Dovercourt)

Harwich Road 3 - Small highway verges and open spaces/haven gateway (Harwich & Dovercourt)

Rural Round – Council housing areas & open spaces (Elmstead Market, Gt Bromley, Ardleigh, Lawford, Manningtree, Mistley, Little Bromley, Gt Bentley, Alresford, Brightlingsea, Weeley, Frating)

All Areas Tractor Round – Large open space, recreation grounds & greenswards (Clacton, Holland on sea, Frinton, Walton, Harwich & Dovercourt)

Sheltered Housing Round - Clacton, Weeley, Frinton & Walton, Harwich, Lawford

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St Marys Court, Clacton on Sea

Vyntoner House, St Osyth

Mead House, Walton on the Naze

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Belmans Court, Dovercourt

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Election of a Police and Crime Commissioner for Essex - 6 May 2021

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