Complaint handling performance
Read about how we're doing with complaints handling, and the improvements we're making.
Each year, we publish our complaint handling performance reports - this is also now a legal requirement from the Housing Ombudsman.
These reports matter to us, as we're committed to:
- improving complaints handling
- providing a positive customer experience
Below you will find links to our latest reports covering 2024-25.
2024-25 snapshot
While the number of complaints received increased to 6,898, we've handled them more quickly, which has helped improve customer satisfaction.
We acknowledged 76% of all complaints within 5 working days, taking an average of 18.9 working days to resolve. Our complaint-handling customer satisfaction rate was 42.7%.
60% of your complaints related to our repairs service, which represents c.1% of total 300,000 complete repair jobs.
We established the Resident Voice team, making resident feedback, including complaints, central to our service improvement efforts.
Overall we see a mixed picture (detailed on the table) against our three key objectives:
- Acknowledging and resolving issues/complaints within agreed service level.
- Reducing the need for customers to escalate complaints.
- Improving customer satisfaction.
Performance indicator |
2023/24 |
2024/25 |
Trend |
| Number of complaints received | 5,750 | 6,898 | Increased |
| Average overall resolution time (working days) | 24.5 | 18.9 | Improved |
| Housing Ombudsman maladministration rate (proportion of negative findings by the Ombudsman) | 66% | 60.2% | Improved |
| Findings of severe maladministration | 28 | 15 | Improved |
| Complaint Handling Failure Orders (CHFOs) | 3 | 0 | Improved |
| Cases escalated from stage 1 to stage 2 | 30% | 32.4% | Increased |
| Customer satisfaction with complaints handling | 37.7% | 42.7% | Improved |
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