Complaints 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.
Our annual performance
Over the past year we have made a range of improvements, yet recognise we have a way to go. While the number of complaints received has increased, we have reduced the time taken to resolve them, and increased our customer satisfaction with how these complaints were handled.
Here we share key information from our annual performance and service improvement review, this covers:
- complaint numbers and types
- how we're resolving them, and
- most importantly, what we're doing to improve.
We want to handle complaints in an easy-to-access way, that keeps you informed and resolves your complaint quickly and thoroughly.
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Making improvements
We use learnings from regular review to improve our approach, including:
- Housing Ombudsman findings - we carry out monthly self-assessments against Spotlight topics.
- Root cause analysis - using the complaint root cause to improve systems.
Resident feedback
Residents are central to our approach, and this year we introduced a new Resident Voice team within our Performance, Quality and Compliance directorate. This brings together our complaints handling and resident involvement teams, so improvements are truly resident-focused.
We also:
- conduct follow-up surveys with residents who’ve made a complaint
- established a Complaints Special Project Group, made up of residents
In addition, we are improving our internal processes and systems, along with training and appointing additional staff.
