Dealing with complaints - how we perform
Housing Executive complaints update April 2024 – March 2025
We use complaints to help us improve. When something goes wrong, we want to know—so we can fix it and do better next time.
Complaints Summary
Total complaints received: 720
- First Stage: 583
- Final Stage: 137
Complaints closed: 644
- Closed on time: 204 (32%)
Complaints upheld or partly upheld:
- First Stage: 22%
- Final Stage: 25%
How the Complaints Process Works
- First Stage: A local manager looks into your complaint.
- Final Stage: If you’re still unhappy, a senior manager or Director will review it.
- NIPSO: If you’re still not satisfied, you can contact the Northern Ireland Public Services Ombudsman.
Learning from Complaints
We’ve created a new Lessons Learned Framework. This helps us take action based on what you tell us. It also helps us improve how we work and how we support you.
You said, we did
We listened to your feedback and made improvements:
| You said | We did |
| “It took too long to get a response.” | We’ve cleared all outstanding complaints and now track response times in real time. |
| “My issue wasn’t treated as anti-social behaviour.” | Staff have received training and updated guidance to make sure ASB cases are identified correctly and handled under the ASB policy. |
| “I didn’t receive updates.” | Staff are expected to keep detailed records and provide regular updates throughout the process. |
| “I needed help understanding the process.” | We offer support such as larger print or phone calls instead of emails to make things easier to understand. |
You said, we didn’t
Some things we couldn’t change:
| You said | Why we didn’t |
| “I wanted repairs carried out on a structure.” | The area/ structure isn’t owned by the Housing Executive, so we couldn’t take responsibility. |
| “I asked for a boundary fence to be installed.” | The request didn’t meet the criteria under our ECM scheme, so we couldn’t approve it. |
| “I wanted Full Duty Applicant status awarded earlier.” | The decision was reviewed and found to be correct. |
| “I wanted a different outcome on intimidation points.” | The decision was reviewed and upheld. It followed our policy and was based on the evidence available. |
Quarter 1 update (April – June 2025)
We’ve made good progress in the first quarter of 2025/26:
- Complaints received: 237
- First Stage: 179
- Final Stage: 47
- NIPSO: 13
Response times:
- 78.5% of First Stage complaints answered within 10 working days
- 75% of Final Stage complaints answered within 20 working days
- 100% of NIPSO cases answered within 15 days
System and training:
- Our new Complaints Handling Portal is now live
- Over 700 staff have completed new training, including a required e-learning course
Complaints to the Ombudsman (NIPSO)
We work closely with the Northern Ireland Public Services Ombudsman (NIPSO) to help resolve complaints fairly and quickly.
NIPSO has a three-stage process:
- Stage 1. Assessment:
NIPSO checks if they can look into the complaint.
At this stage, they may ask us for background information, but they don’t carry out a full investigation or make a decision. - Stage 2. Investigation:
NIPSO reviews the complaint in detail.
They may ask for more information or suggest ways to resolve the issue early. - Stage 3. Further investigation:
This is a deeper review that may include interviews and more evidence.
These cases can take up to a year to complete.
NIPSO case outcomes (stage 2 and 3)
| Stage | Year | Upheld (%) | Settled (%) | Not Upheld (%) | Still Open (%) |
| Stage 2 | 2023/24 | 24% | 18% | 58% | 0% |
| Stage 2 | 2024/25 | 19% | 22% | 53% | 6% |
| Stage 3 | 2023/24 | 40% | 60% | 0% | 0% |
| Stage 3 | 2024/25 | 40% | 20% | 0% | 40% |
What’s Next?
We will:
- Keep tracking complaint trends and share what we learn
- Improve how we talk to and update customers
- Make sure complaints are handled fairly, quickly, and clearly
We know there’s more to do. But we’re making real progress—and your feedback is helping us get there.