FOI release

FOIA Request - Internal Complaints Procedure (repair related)

Case reference FOI2026/00689

Received 8 July 2026

Published 5 August 2026

Request

We would like to request the following information regarding internal complaints procedures in repair requests in the Council's housing stock: 1. Year by year (financial years 2023/4, 2024/25, 2025/26) How many stage one complaints were made regarding repairs? 1. Year by year (financial years 2023/4, 2024/25, 2025/26) How many stage two complaints were made regarding repairs? 1. Have complaints increased since the Complaints Handling Code? Does the council believe these new ICPs help tenants get better outcomes? Has the increased use of AI by tenants changed this system? (These are voluntary questions under FOIA). Kind regards, [cid:image001.jpg@01DD0EE3.CA16A670] Housing Operations Coordinator [Pabla logo small 1] DDI: 0161 446 1948 Main: 0161 446 1122 FAX: 0161 445 5352 www.pablasolicitors.co.uk Pabla + Pabla Solicitors - Disclaimer This e-mail message (including any attachment) is intended only for the personal use of the recipient(s) named above, is confidential and may be legally privileged. If you are not the intended recipient, please note that any distribution, use or reproduction without the sender's prior consent is not authorised and strictly prohibited. This mail and any attachments have been scanned for viruses prior to leaving Pabla + Pabla Solicitors and we will not be liable for direct, special, indirect or consequential damages arising from alteration of the contents of this message by a third party or as a result of any viruses being passed on. Please note that internet e-mail is not a 100% secure communications medium. We advise that you understand and observe this lack of security when e-mailing us. Any views or opinions expressed are those of the author and do not necessarily represent those of Pabla + Pabla Solicitors. KP HP Ltd T/A Pabla + Pabla Solicitors is a limited company registered in England & Wales with registered number 7861504 and its registered office at The Old Town Hall, Lapwing Lane, West Didsbury, M20 2NR. A full list of directors is available at the registered office. The term "partner", if used, denotes a director or a senior solicitor or employee of Pabla + Pabla Solicitors with equivalent standing and qualifications. Authorised and regulated by the Solicitors Regulation Authority. Registered Number 567741 Cyber Crime and Fraud Alert: Please be aware that we do not send notifications of changes to our bank details by email. Fraudsters have been impersonating law firms and some clients of law firms have been tricked into forwarding monies to them. If you receive an email that appears to come from us, providing different bank details to the ones we supplied at the outset of the matter or indicating a change in our bank details, please contact the fee earner dealing with your matter by telephone immediately. Do not reply to the email or act on any information contained in it. We will not accept responsibility if you transfer money into an incorrect account.

Response

In accordance with section 1(1) of the Freedom of Information Act 2000 (FOIA), Oxford City Council (OCC) confirms that it holds some information falling within the scope of your request.

The figures below relate to repairs-related complaints handled directly by OCC. They do not include complaints handled separately by Oxford Direct Services (ODS).

1. Year by year (financial years 2023/4, 2024/25, 2025/26) How many stage one complaints were made regarding repairs?

Financial year Stage 1 repairs complaints

2023/24 55

2024/25 123

2025/26 128

1. Year by year (financial years 2023/4, 2024/25, 2025/26) How many stage two complaints were made regarding repairs?

Financial year Stage 2 repairs complaints

2023/24 10

2024/25 28

2025/26 49

1. Have complaints increased since the Complaints Handling Code? Does the council believe these new ICPs help tenants get better outcomes? Has the increased use of AI by tenants changed this system? (These are voluntary questions under FOIA).

The recorded figures show that repairs-related complaints handled directly by OCC increased over the period covered by your request.

Stage 1 complaints increased from 55 in 2023/24 to 128 in 2025/26. Stage 2 complaints increased from 10 in 2023/24 to 49 in 2025/26.

The Housing Ombudsman’s current Complaint Handling Code came into force on 1 April 2024. The figures therefore show an increase following its introduction, but the figures alone do not establish that the Code caused the increase. OCC’s published annual report explains that complaint volumes can be affected by factors including changes in complaint recording, the distinction between complaints and initial service requests, and changes in how complaints are allocated between OCC and ODS.

The FOIA provides a right of access to recorded information held by OCC. It does not require OCC to create a new opinion or assessment in order to answer a request.

OCC has not identified a recorded corporate assessment concluding whether the revised internal complaints procedures have resulted in better outcomes for tenants.

OCC has also not identified recorded information showing that the use of artificial intelligence by tenants has changed the operation of its housing complaints system.

These statements constitute a response under section 1(1)(a) of the FOIA and are not the application of an exemption.

In accordance with section 16 of the FOIA, which relates to the duty to provide reasonable advice and assistance, OCC advises that the figures provided above exclude repairs-related complaints handled by ODS.

ODS maintains its own FOIA process and may hold additional information concerning repairs complaints handled through its complaints service. A request may be submitted by email to: FreedomofInformation@odsgroup.co.uk.

OCC also publishes its annual housing complaint performance and service improvement reports available here. These provide broader information about complaint volumes, performance, outcomes, learning and service improvements.

If you disagree with any part of the response to your request, you are entitled to ask the Council for an internal review of the decision(s) made. You may do this by writing to the Monitoring Officer, by either email monitoringofficer@oxford.gov.uk – or by post to Monitoring Officer, Oxford City Council, Town Hall, St Aldate’s, Oxford, OX1 1BX. After the result of the internal review, if you remain dissatisfied, you may ask the Information Commissioner to intervene on your behalf. You may do this by writing to the Information Commissioner's Office, Wycliffe Lane, Wilmslow, Cheshire, SK9 5AF.

Yours sincerely,

Freedom of Information Officer

Documents

There are no documents for this release.

This is Oxford City Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.

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