Complaints Performance: April 2025 – March 2026
We believe complaints are an important part of improving our services. When something goes wrong, we want residents to feel able to tell us, and to know that we will listen, respond fairly and learn from what has happened.
Each year, we publish information about how we are performing on complaints. This helps residents see how we are handling complaints, what we are learning, and what we are doing to improve. The Housing Ombudsman's Complaint Handling Code also requires us to report annually to our Board and publish our Annual Complaints & Service Improvement Report, together with a statement from our governing body.
Overview
- Stage 1 complaints: 134 (↓ from 201).
- Stage 2 complaints: 17 (↑ from 8).
- 61 complaints upheld (↓ from 88).
- All complaints closed within Housing Ombudsman Complaint Handling Code timescales.
Why Residents Contact Us
- Lack of action: Rise in complaints about follow-up repairs and service requests.
- Communication: Complaints about communication fell by about 14% thanks to clearer updates and faster replies.
- Contractor performance: Complaints fell by about 5% due to better management and oversight of contractors.
Who’s Raising Complaints
As part of our review of complaints, we also look at whether different groups of residents may be experiencing our services in different ways.
- Most complaints came from residents aged 35–44 (26.17%) - similar to last year.
- 60.51% of complaints were raised by female residents - again similar to last year.
- Complaints broadly reflect our resident base in ethnicity and language
Learning and Action
- Satisfaction with complaint handling: 100%
- Satisfaction with outcomes: 100%
- Actions taken:
- Better case recording and quality checks
- Additional training on policies and procedures
- Improved repairs processes
- Tighter contractor oversight and communication
- Clear resident communications and updates
Resident Involvement
- Our Complaints Scrutiny Panel reviews complaint handling and performance every quarter.
- Residents help identify themes, review service improvements and challenge our approach.
- The Panel carries out quality checks on complaint handling and helps shape future improvements.
Ombudsman Engagement
- 30 cases reviewed (↑ from 22)
- 7 formal determinations received. Key learning areas included:
- Repairs and service delays
- Communication with residents
- Complaint handling processes
- Timely completion of agreed actions
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
Our 2025/2026 Annual Complaints & Service Improvement Report & our Board’s response
Our Annual Housing Ombudsman Self-Assessment
