Key insights from our latest Annual Complaints and Service Improvement Report:
- This report provides an analysis of the customer feedback we've received during the last year under the complaints handling procedure.
You’ll find a summary of the key figures and insights from the report below.
If you aren’t happy with the service you’ve received from us, you can complain. As a business we always want to do our best to put things right, so it’s really important that we handle complaints properly.
Here’s an overview of what’s been happening with customer feedback and complaints over the last year, our performance in handling them, and the steps we’re taking to improve our service. These figures are taken from our full Annual Complaints Performance and Service Improvement Report*.
Each year we report to our Board on how we have performed, and we also want to share this with our customers. The report aims to highlight key information and trends from customer feedback during the given time. It also outlines our plans to improve services by addressing key themes raised in complaints.
You can also tap here to read our latest self-assessment against the Housing Ombudsman’s Complaint Handling Code, which helps us to ensure we’re meeting best practice standards.
Governing Body response to our Annual Complaints and Service Improvement Report from Sharon Hanbury:
We’ve listened to our customers and we’re taking real steps to improve how we respond to complaints and learn from them.
We’ve increased the complaints team from eight to 11 colleagues and complaint response times have improved considerably with 98.8% of complaints being responded to within the Housing Ombudsman timescales, compared to 78.9% last year.
We’ve received 1,681 complaints compared to 1,447 last year, a level of increase which is expected, and in line with the national picture as we have encouraged and made it easier for customers to report complaints to us.
Repairs and Maintenance is the reason why most of our customers contact us and just over 63% of all complaints relate to this service.
Our analysis of the root causes of complaints indicates that timescales and communication are increasingly key areas. We’re implementing a range of improvement areas into our ‘Cx’ housing system which is fundamental and cross cutting in nature which will result in step change and improvements.
We’re also due to implement our new repairs system Total Connect, which will provide better information and appointments for customers.
The Board, supported by the Customer Experience Committee and the Member Responsible for Complaints pay particular attention to complaints, are determined to see and are committed to supporting and delivering the necessary improvements.
Headline figures from our latest Annual Complaints and Service Improvement Report:
All of the figures below are for the start of April 2025 to the end of March 2026:
Our compensation figures:
When we get things wrong and this has had an impact on the customer, we do compensate customers.
We follow the Housing Ombudsman’s guide to compensation when making decisions on compensation.
Read our full Annual Complaints and Service Improvement Reports:
If you’d like more detail on complaints, you can take a look at our full Annual Complaints and Service Improvement Report below. We’ve included reports from past years, too.
