Complaints Performance: April 2024 – March 2025

We believe complaints are a vital part of service improvement. When things go wrong, we act quickly, listen carefully, and learn deeply.

Overview

  • Stage 1 complaints: 201 (↑ from 191).
  • Stage 2 complaints: 8 (↓ from 18).
  • 88 complaints upheld (↓ from 112).
  • 100% compliance with Housing Ombudsman timeframes since Nov 2023.

Why Residents Contact Us

  • Communication: Fewer complaints thanks to clearer updates and faster replies.
  • Repairs: First-time fix rates improved; follow-ups now tracked more closely.
  • Communal areas: Rise in pest-related issues; CCTV installed at bin stores.
  • Contractors: Missed appointments and quality concerns down 68%.
  • Tenancy management: Overcrowding and exchanges remain key priorities.
  • Planned maintenance: Slight rise in kitchen/bathroom complaints; work prioritised by stock condition.

Who’s Raising Complaints

  • Most complaints came from residents aged 35–44
  • 60.62% of complaints were from female tenants
  • Complaints reflect our resident base in ethnicity and language

Learning and Action

  • Satisfaction with complaint handling: 97.5%
  • Satisfaction with outcomes: 89.7%
  • Actions taken:
    • More frequent contractor reviews
    • Additional training for repairs teams
    • Clearer guidance on tenancy changes
    • Faster follow-up targets for contact responses

Resident Involvement

  • All staff receive role-specific complaints training
  • Our dedicated team trains with the Housing Ombudsman
  • Resident surveys inform service changes; response rate rose to 20%

 Ombudsman Engagement

  • 22 cases reviewed; 1 maladministration ruling led to:
    • Policy-aligned compensation
    • Stronger follow-up and communication
    • Adapted services for vulnerable residents
    • Improved repair and inspection processes

Our Commitment

We welcome complaints. They help us improve. We promise to:

  • Respond promptly
  • Investigate thoroughly
  • Act on learning

Click below to access the following materials:

Housing Ombudsman Complaint-Handling Code

The 2024/2025 Annual Complaints & Service Improvement Report & our Board’s response

Our Annual Housing Ombudsman Self-Assessment