We recognise that sometimes we make mistakes, and you might need to make a complaint. When this happens, we will investigate and get back to you. You can read our full complaints policy [PDF, 0.3MB] to learn more about how we handle complaints.
Complaint or a Service Request
Understanding the difference helps make sure we give you the right support as quickly as possible.
A Complaint
In line with the Housing Ombudsman (HO) and Local Government & Social Care Ombudsman (LGSCO) Codes, a complaint is:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation/landlord, its own staff, or those acting on its behalf, affecting an individual/resident or group of individuals/residents.”
A Service Request
A service request is:
“A request that the organisation provides or improves a service, fixes a problem or reconsiders a decision.” (LGSCO) Examples include reporting a repair, asking us to collect missed bins, or requesting information. Service requests are handled separately, but if you remain unhappy, they can become a complaint.
If you are reporting an issue that requires the help of one of our services, please do so on our report page.
Feedback
If you want to tell us how we did, and don’t need a response, then please go to our visit our feedback page.
Appeals
If you want to challenge a decision we've made about a service that has its own appeals process or right to legal action (for example, a planning appeal, Housing Benefit tribunal or Homelessness appeal), please contact us.
Other cases that aren't dealt with as complaints:
- cases where legal proceedings have commenced, defined as the filing of a Claim Form and Particulars of Claim at court
- complaints relating to events that occurred more than 12 months ago, unless circumstances apply
- allegations concerning the conduct of Councillors, which are managed under the Council’s Code of Conduct Complaints Procedure
- complaints from suppliers, partners, and other public authorities regarding our business relationships
- internal complaints from staff or Councillors regarding staff conduct, which are handled under HR policies
- complaints about organisations not part of the Council, including Ermine Street Housing, which operates its own complaints policy
- reports of unacceptable behaviour or everyday incidents in or around the home which are addressed under our Anti-Social Behaviour procedures.
Anonymous complaints: while we cannot provide a direct response, we will record and review anonymous complaints for learning purposes. Residents wishing to report issues anonymously may use the feedback form linked at the top of the page.
How to make a complaint
Complaints can be made through our online complaints form on our My South Cambs resident portal.
Once we receive your complaint, we’ll acknowledge it within 3 to 5 working days and log it in our system so we can begin investigating.
There are 2 stages of complaint that can submitted. You will have to follow this process to submit a complaint:
At Stage 1, a manager or team leader from the relevant service will review and investigate your complaint. They will keep in touch with you for any updates or information needed, and include any extra concerns you raise before the response is issued.
Any new or unrelated issues raised afterwards will be logged as a separate complaint. You’ll receive a full written response within 10 working days of acknowledgement. If your complaint repeats one that has already been closed at Stage 1, it won’t be reopened and you’ll be advised to escalate to Stage 2 if you’re still unhappy.
At Stage 2, you can ask for a further review if you’re unhappy with your Stage 1 outcome with no explanation needed.
A senior or independent manager, usually a Head of Service or Service Manager, will review your complaint, investigate why you remain dissatisfied, and keep in touch with you throughout.
You’ll receive a full written response within 20 working days, including information on how to contact the Housing Ombudsman (HO) or Local Government & Social Care Ombudsman (LGSCO) if needed. Duplicate Stage 2 complaints won’t be reopened; instead, you’ll receive confirmation that the issue has already been considered, and your right to refer to the ombudsman
You can track the progress of your complaint and communicate with us through your My South Cambs customer account.
If you remain unhappy after your Stage 2 response, you can take your complaint to the Local Government & Social Care Ombudsman (LGSCO) or the Housing Ombudsman (HO), depending on the issue.
These Ombudsmen carry out independent and impartial investigations but will usually only look at a case after we have completed both Stage 1 and Stage 2 of our process.
If the Ombudsman accepts your complaint, they will notify us and the relevant Head of Service will provide a response within 28 calendar days.
Once their investigation is complete, the Ombudsman will write to you with their decision and share any required actions with the Council.
We are committed to treating all residents and service users fairly, respectfully, and consistently when handling complaints. Most complaints are made in good faith and will be managed through our standard complaints process. However, in a small number of cases, a complainant’s behaviour may become unreasonable or unreasonably persistent, which can affect our ability to provide services effectively and fairly to all.
Unreasonable or unreasonably persistent behaviour may include, but is not limited to:
- repeated pursuit of a closed complaint after the process has been fully exhausted
- refusal to accept decisions, including attempts to reopen matters already investigated and determined
- excessive or disproportionate contact, such as frequent, lengthy, or overlapping communications that hinder resolution
- aggressive, abusive, or threatening behaviour, including language or actions that cause distress or risk to staff or contractors
- unreasonable demands, such as insisting on outcomes or processes incompatible with our complaint’s procedure or good practice
- this aligns with the HO Code and the LGSCO Code, which distinguish between persistent (often justified) and unreasonably persistent behaviour.
We will manage unacceptable behaviour in a way that is:
- fair and inclusive: considering individual circumstances and making reasonable adjustments under the Equality Act 2010, particularly where health, disability or vulnerability may influence behaviour
- proportionate and evidence-based: any action taken will be proportionate, based on evidence and subject to regular reviews
- transparent: before applying restrictions, we will:
- explain why the behaviour is considered unreasonable
- outline the changes we expect
- warn of possible restrictions if behaviour continues.
Where unacceptable behaviour persists, actions may include:
- limiting the frequency or method of contact (for example, written communication only)
- appointing a single point of contact (see our Single Point of Contact SPOC Protocol [PDF, 0.2MB])
- setting timeframes for responses
- in extreme cases, refusing to consider further complaints on the same issue
Safeguards will be put in place, including:
- residents will be informed in writing of any decision to apply restrictions and the reasons for it
- they will be signposted to the HO Service or LGSCO for independent advice
- restrictions will be reviewed periodically and lifted if behaviour improves
Equality and vulnerability: we will consider any health conditions, disabilities, or vulnerabilities before applying restrictions and agree alternative arrangements where necessary.
The Social Housing (Regulation) Act 2023 (the Act) empowered the Housing Ombudsman to issue a code of practice about the procedures members of the Scheme should have in place for considering complaints.
We have reviewed how our housing service handles complaints, in response to the new Housing Ombudsman's Complaint Handling Code 2025/26. Our self-assessment [PDF, 0.3MB] includes a list of actions that we plan to take to build upon the current service.
Housing Annual Complaints Performance Report 2024/2025
As part of the Complaints Handling Code, we are required to produce an annual complaints performance report. In compliance with the regulations, the Housing Annual Complaints Performance Report 2024/25 [PDF, 0.4MB] was considered by Cabinet on 24 June 2025.
In response to the report, In the absence of Councillor John Batchelor, Lead Cabinet Member for Housing, Councillor Bridget Smith, Leader of the Council introduced the report and moved the recommendations. The recommendations were seconded by Councillor Peter McDonald. The Council’s Service Manager, Housing Strategy drew attention to Appendix A which outlined Housing Annual Complaints for 2024/25. It was reported that efforts would be made to improve complaint response times. Cabinet Members were encouraged to note there had been a reduction in complaint volumes when compared to previous years.
- email: Feedback@scambs.gov.uk or Housing.Complaints@scambs.gov.uk for housing related functions
- telephone (via our contact centre on 01954 713 000) or during a call with a member of staff
- in writing (postal letters or hand delivered) at our council office at South Cambridgeshire Hall, Cambourne Business Park, Cambourne, Cambridge CB23 6EA
- in person (during office hours at our council offices or during a visit to your property via one of our officers).
- through a representative or advocate (including MPs, councillors, or support workers)
- complaints received via any of our contractors
- complaints received via social media or digital platforms (for example, X and Facebook)
- our policy is published on our website and can be found vat the top of this page
- dissatisfaction from a survey is not classed as a complaint but, we will provide information on how the resident can complain if a resident wishes to do so.