We try to get things right the first time and when we do, we’d love you to let us know. It’s great for us to receive positive comments or feedback, so if you wish to compliment our staff for doing a great job, we’d love to hear from you.

When you contact us to tell us you are dissatisfied with the service we have provided, we’ll offer you the choice to have an informal conversation to see if we can put things right quickly, without the need for a formal investigation. This is called a Service Request, if you would like to log a Service Request you can do so online at: My Mid Devon, clicking on the Housing and Homelessness tab and then clicking on the Service Request link.

However, if you prefer, we can log a formal complaint at first request.

A copy of the corporate Complaints and Feedback Policy is available to view online at: Customer feedback and complaints - MIDDEVON.GOV.UK

The Housing Ombudsman Service (HOS) Complaint Handling Code

The HOS Complaint Handling Code promotes a positive complaints culture across the social housing sector ensuring that complaints are dealt with fairly in accordance with the requirements of the Code.

Landlords are expected to annually self-assess against the Code and publish the outcome. MDH last reviewed their self-assessment form against the Code in 2025 and this is available to view on our webpages.

An Annual Complaint Handling Report and associated documents relating to performance, lessons learnt and a copy of the self-assessment against the Code was last presented to the Councils Home Policy Development Group on 03 June 2025. A copy of this report including Minutes of the meeting are available to view at: Agenda for Homes Policy Development Group on Tuesday, 3rd June, 2025, 2.15 pm - MIDDEVON.GOV.UK

A copy of the above documents are provided to the HOS to show compliancy with the HOS Code requirements.

Further details of the Code is available to view on the Housing Ombudsman Service webpages at: The Complaint Handling Code | Housing Ombudsman Service

Councillor Jane Lock, Cabinet Member for Housing, Assets & Property quoted” I have reviewed MDH’s Annual Complaint Handling Report and supporting documents including performance data, lessons learnt and our self-assessment against the HOS Complaint Handling Code. As a result, I’m satisfied that we have complied with the HOS Complaint Handling Code requirements in how we manage our complaint handling”. I am pleased with the continuing improvement made by MDH.

What is a complaint

We follow the Housing Ombudsman’s definition of a complaints as ‘an expression of dissatisfaction, however made, about the standard of service actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents’.

What is not a complaint?

Some areas of dissatisfaction fall outside of the complaints and feedback policy and therefore we will not be able to investigate them as a complaint. These can include:

Day to day service requests or reporting faults
A criticism, or disagreement with MDH policies or decisions
Complaints against individual employees which arise from dissatisfaction with a council policy or decision, and where no other basis for the complaint exists
Complaints which constitute a refusal to accept a rule of law which MDH is applying

How do I make an informal or formal complaint

When you let us know that you are unhappy about something, you will be given the option for us to try and resolve your complaint informally. Often it is clear what has gone wrong and we are able to put things right quickly, without the need for a formal investigation.

If it is not possible for us to resolve or if you prefer, you can log a formal complaint straight away. All complaints will be acknowledged within 5 working days.

You can make a complaint, leave a compliment or feedback, in the following ways:

Report - Customer Feedback

What you need to know

We aim to provide high-quality services to all who live or work in Mid Devon. If you have any suggestions on how our services or facilities could be improved, wish to make a complaint, or wish to compliment our staff for doing a good job, we want to hear from you.

What we need

Your customer compliment, comment or complaint and contact details so we can respond if necessary.

Start

Other ways to Apply

Online is the best way to apply as you can view the status of the active customer feedback case.

Alternatively you can contact our customer services team on 01884 255255 - Contact details and opening hours for times.

Write to us at Mid Devon District Council, Phoenix House, Phoenix Lane, Tiverton EX16 6PP.

Visit us in Tiverton - see Contact details and opening hours for office location and opening times

When making a complaint please ensure you provide us with:

Your full name and address and preferred method of contact
If you’re complaining on behalf of someone, their full name and address along with a signed consent for acting on their behalf
A list of relevant points, highlighting any important issues
Details of how you have been affected
What you would like to achieve
Copies of any supporting documents to support your complaint

Stage 1 complaints

There are 5 elements within Stage 1:

Acknowledge the issue and agreeing the scope of the complaint
Investigating the complaint
Making a decision on the evidence obtained
Communicating the decision
Taking action to put things right where they have gone wrong

Stage 1 complaints are dealt with by the Housing Complaints Officer or Service Manager and resolved within 10 working days. If for any reason your complaint is going to take longer, will keep you up to date on our progress

Stage 2 complaints

If you are not satisfied with the Stage 1 response, you can escalate to Stage 2.

The Stage 2 complaint is not a reinvestigation, it establishes:

Whether the stage 1 investigation was adequately thorough and impartial
If any fault was found, whether things have been put right for the complainant

Stage 2 complaints are dealt with by a Senior Manager and resolved within 10 working days of the complaint being escalated. If a response to your complaint is going to take longer, we will provide an explanation contacting a clear timeframe for when a response will be received.

What can I do if I am still not happy?

If you are not satisfied with your Stage 2 response, you have the right to refer your complaint to the Housing Ombudsman Service.

The Housing Ombudsman can be contacted at www.housing-ombudsman.org.uk or by using the contact details below:

Call on 0300 111 3000 - Phonelines are open Monday to Friday 9am to 5pm.

Lines will be closed for staff training every Thursday from 3.30pm to 5pm.

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

Privacy notice

Data Protection Privacy Notice

Service: Mid Devon Housing

Processing Activity: Housing complaints, comments and compliments

The Data Controller, Mid Devon District Council, Phoenix House, Phoenix Lane, Tiverton, EX16 6PP.

Tel: 01884 255255

Email: customerservices@middevon.gov.uk

Mid Devon District Council (MDDC) is registered as a data controller with the Information Commission (registration number Z5826451).

The Data Protection Officer: Contactable by emailing dpo@middevon.gov.uk

What we collect

We may collect the following information as part of your housing complaint:

Name
Address
Telephone Number
Email
Other contact details
Vulnerabilities

How we will collect this information

We will collect your personal data when you make a complaint this will be:

Online
Via Email
Over the telephone
In person
In writing

Processing your personal data:

Your personal data will be processed for the purpose of administering your complaint in order to enable investigation, response and resolution to the issues raised. It will also be used to provide feedback to services and individuals if you are making a comment or passing compliment.

This process is administered under the lawful basis of public task in order to fulfil the councils administration of tenancies.

Where the council processes special category data (for example medical information), it will only be done when relevant to the specific complaint and with the explicit consent of the data subject. Where you have shared with MDH any medical information, vulnerabilities or information about protected characteristics, we may record this information to support our housing management functions.

Who will receive and see the personal data

Internal

Relevant departments

External

Devon and Cornwall Police
Housing Ombudsman
Local Government Ombudsman

Your personal information will be stored securely and will not be accessible to anyone else, including other services within the Council, unless detailed above.

Retention

All your personal information will be held by us only for as long as is necessary and then in accordance with any legal requirements imposed upon us and the MDDC’s retention schedule. For more information please go to our website to view our Retention Schedule.

Transferring personal information outside of the EU

Your personal information will not be transferred outside the EU or to any international organisations by the Council. It should be noted that the Council has no control over those accessing its online public registers nor what someone does with any information they obtain from them.

Your rights

Whatever our use of your personal information you have the right of access to that personal information (this means confirmation that we are using your personal information, access to it as well as other detail) and the right to seek rectification if the information is inaccurate.

As we are processing your personal data on the basis of public task and legal obligation, you have the right to object and to restrict processing.

Also, if you object to our use of your personal information and there is no overriding legitimate interest for us to continue using it or we have used your personal information unlawfully or it is no longer necessary for us to have the personal information, the right to erasure is also available to you.

Details on each of these rights and to how you exercise can be found on our website Here.

Complaints

If you are dissatisfied with the way the Council has used your personal information then you may wish in the first instance to make a complaint to the Data Protection Officer. This can be done by;

Writing to: Data Protection Officer, Mid Devon District Council, Phoenix House, Phoenix Lane, Tiverton, EX16 6PP.

You can also email: DPO@middevon.gov.uk .

Alternatively, or if you remain dissatisfied following your complaint to the Data Protection Officer, you may lodge a complaint with The Information Commissioner. The Information Commissioner is the UK’s independent body set up to uphold information rights. The IC can help and advise you on all matters relating to data protection.

Information Commission

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Tel: 0303 123 1113

Email: casework@ico.org.uk

Complaints and feedback