Our regulatory performance

2. Complaints handling

We are improving how we respond to complaints and reducing the main causes of complaints as a key priority.

For 2025/26, we received 61.9 stage 1 complaints per 1,000 tenant homes and 64.6 stage 1 complaints per 1,000 shared ownership homes, in line with Tenant Satisfaction Measures (TSM) reporting.

We know that many complaints across all our services relate to how long it takes to receive a response to an enquiry. As a result, we are currently re-designing how we deal with enquiries through our Contact Centre and Local Service Model, to focus on answering residents’ queries as quickly as possible This will include more direct access for residents to speak to a team directly and a greater number of frontline staff out in our communities addressing issues.

We also know that service charge queries and properties with a managing agent are a large source of resident’s complaints. We are currently creating a new managing agent service to improve resident experience of managing agents across our portfolio, particularly related to service charge queries.

Residents told us that our complaints process itself causes a lot of frustration. We have therefore created a new complaints management model which launched in April 2026.

What we are doing

As a result of improvements we have made between January and March 2026, we've seen improvement in our performance in 3 areas, compared to the previous quarter:

• Stage 1 acknowledgements: Improved by 2% to 87%.
• Stage 2 acknowledgements: Improved by 5% to 88%
• Stage 1 resolutions: Improved by 7% to 49%
• Stage 2 resolutions: Decreased by 7% to 77%, but showed positive improvement across the year which improved by 27% compared to the previous year.

We will report on our SLA compliance improvement every quarter, with the next update in July 2026.

3. Improving communication for disabled residents

We know that disabled residents are more dissatisfied compared to all other residents. In 2025 we worked with a specialist consultancy to better understand the root cause of this dissatisfaction.

This showed us that the core challenge was related to our communication channels.

What we are doing

We are now working with Direct Access, disabled led communication consultancy, who are developing recommendations to improve all our service channels. This includes involving disabled residents throughout the improvement process.

We will track the impact on disabled residents’ satisfaction with our services through our annual TSM reporting in March 2027.

4. Improving satisfaction with the resolution of Anti-Social Behaviour (ASB)

We receive a high volume of ASB reports each year and need to improve our response to these.

What we are doing

We are bringing more resources into each of our regional operating areas to address issues faster. And working with resident groups to provide us with assurance that our improvements are working.

Our action plans are overseen by our national Residents Committee, who ensure we are involving a wide range of residents to make sure our improvements are working.

We’re also working with specialist consultant Altair to strengthen the range of resident voices to provide feedback and influence decisions - right up to the top of our organisation. Each area of improvement will be assured by a range of resident feedback sources and independently verified.

Check back each quarter to see how we’re moving closer to a C1 grading and improving services for residents.