New single Council Housing Complaints Policy
City of Wolverhampton Council has introduced a single Council Housing Complaints Policy to improve accessibility, support, fairness and transparency for its tenants.
The new policy, which came into effect on September 2, 2026, will provide a consistent approach to complaint handling across all council housing services.
It sees a move away from the previous system which had separate complaints procedures for each of the four council-housing managing agents: Wolverhampton Homes, Bushbury Hill EMB, Dovecotes TMO and New Park Village TMC.
The new policy will be used by all managing agents, giving tenants access to a consistent two-stage complaints process with clear timescales.
It aligns to the Housing Ombudsman’s Complaint Handling Code, making it clear tenants can access the Housing Ombudsman at any stage of the complaints process.
The standardised handling of complaints will also strengthen the council’s oversight, accountability and assurance - supporting organisational learning and service improvement.
You can view the single Council Housing Complaints Policy in the downloads section at Housing Management Complaints.
