Feedback and complaints about your Social Housing

Bradford Council has transferred and sold most of its housing stock to recognised housing providers.

Where the Council still owns some properties, it has an appointed Incommunities as the registered social housing provider to oversee management of the majority of its properties, including repairs, maintenance and complaint handling on its behalf.

However, if you live in a Council property in Fletcher Court, Oakworth you will need to contact the Council directly to raise a service request or complaint.

How to raise a service request or complaint

If you are unsure who manages your property, please check your tenancy agreement or contact the Council for guidance.

1. For properties managed by Incommunities, our contracted registered Social Housing Provider:

If you need to report an issue or make a complaint, contact Incommunities directly.

Incommunities:

Email: enquiry@incommunities.co.uk

Resident enquiries: 0330 175 9540 8am to 6pm (emergency repairs service available 24/7)

Complaints Process: https://www.incommunities.co.uk/complaints-and-feedback/

2. For properties managed directly by the Council at Fletcher Court

If you need to report an issue or make a complaint at Fletcher Court, in the first instance, please speak to the Housing Manager based on site at Fletcher Court as we may be able to resolve it there and then.

Fletcher Court contact details

In person at the Housing Office, Scatcherd Road

Or by email fletchercourt@bradford.gov.uk

Or telephone 01535 618637

If you don't want to talk to the team or staff member you usually deal with or have had contact with, you can ask to speak to or write to a manager.

If you have done this or you’re still not satisfied you can raise a formal complaint.

Make a complaint about council housing using our online form

Or by email at councilhousing@bradford.gov.uk

Council’s Complaints Policy:

The Council’s complaints policy outlines how complaints are managed when the Council is your housing landlord. For further information, please refer to the Council’s official complaints procedures.

The Housing Ombudsman Service

All landlord related complaints follow the Housing Ombudsman Service Complaints Handling Code.

If you remain dissatisfied with the way your complaint has been handled you can contact the Housing Ombudsman Service directly. You can contact the Housing Ombudsman using the following methods:

Website: www.housing-ombudsman.org.uk

By Phone: 0300 111 3000 (lines are open from Monday to Friday from 9.15am until 5.15pm)

By Post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

Housing Ombudsman Complaint Handling Code Self-Assessment

Since 1 April 2024, all social housing landlords have been required to complete and publish an annual self-assessment against the Housing Ombudsman Complaint Handling Code. The self-assessment is designed to demonstrate compliance with the code, promote transparency and provide assurance to tenants about how complaints are handled.

As the statutory landlord, the Council is required to complete and publish its own self-assessment covering this housing stock. A copy of the Council’s latest self-assessment is available here: view our latest self-assessment here (PDF)

The Council, as the landlord, also produces an annual report which provides an overview of complaint handling activity relating to Bradford Council’s housing stock. These reports are presented to senior leadership and elected members to provide governance and oversight.

To view the latest annual reports please see the following:

• Bradford Council Housing Complaints Report 2024-25 (PDF)
• Governance Body Response to annual report 2024-25 (PDF)

Our contracted housing provider also completes and publishes their own annual self-assessment which include complaints relating to Council-owned homes they manage on our behalf. Further details can be found on the Incommunities website.