Recent complaints

At NCHA we handle complaints in two stages. 

Stage one includes a thorough investigation of your complaint by the relevant service manager. If you’re not happy with the outcome of the investigation, you can request a review of your complaint, which moves it on to stage two. We will also tell you how to contact other organisations for further advice. At stage two, a senior manager will carry out a review of the investigation. 

Read more about our complaints process. 

Our recent performance

You can download our detailed annual complaints performance review for 2023-24 [PDF].

Our most recent results

From October to December 2024, we received 205 stage one complaints, and 30 stage two complaints.

Reason for complaints

The complaints we received from October to December 2024 were about:

•    Responsive Repairs - 88
•    Employees - 13
•    Estate management - 12
•    Damp and mould - 14 
•    Compliance - 24
•    Contractors - 3
•    Building safety - 4
•    Rents - 4
•    Service charge - 4
•    Transfers - 4
•    Contact centre - 6
•    Planned maintenance - 2
•    Partners - 1
•    Cyclical maintenance - 2
•    Anti-social behaviour management - 6
•    Home ownership - 1

Time taken

The figures below show the percentage of how we responded to complaints within the Housing Ombudsman ten working day target:

•    October 2024 – 97%
•    November 2024 – 99%
•    December 2024 – 100%

The figures for 2024/25 are coming soon.