Complaints Annual Report
We’re proud to have a culture that’s open to complaints and learning from your feedback. We’re aiming to be more open when things go wrong and say sorry when we need too. We’ve reduced the volume of outstanding complaints by a third this year, dedicating resources across our teams to resolve long standing issues. We’re also embedding a framework that makes sure we’re taking positive action to improve services, as a result of this feedback.
We’re fully compliant with the Housing Ombudsman Service (HOS) Code which came into force in April 2024.
We've doubled the size of our Customer Resolution Team to improve our responsiveness, manage our complaints consistently and ensure we learn from customer feedback. We’ve reviewed the ‘spotlight’ reports published by the Housing Ombudsman and carried out a gap analysis to make sure we improve based on the learnings and best practice they set out.
We know we don't always get it right and we're working to do better. You’ve told us that it takes too long to complete repairs and answer your calls, that some of our processes and communication aren’t good enough and we don’t always manage complex requests well. We’re listening and have put an improvement plan in place to help resolve these issues which is also featured in the report.
We now report annually on complaints and service improvements we're making in response and are sharing this here, alongside our Boards response below.