Complaints Performance
Complaints Performance 25/26
Our Complaints Annual Report shows how we performed last year. This year’s report covers April 2025 to March 2026.
We also share a response from our Board:
“We’re pleased to present our Annual Complaints Performance and Service Improvement Report for 2025/26. It sets out the progress we’ve made over the past 12 months in strengthening how we manage complaints and learn from customer feedback.
This year, we’ve seen a significant reduction in complaint volumes, alongside improvements in how we handle and respond to complaints. This reflects the action taken to tackle key service issues and our continued focus on improving our customers’ experience.
We remain committed to openness and transparency, recognising that complaints provide valuable insight into where we need to do better. While it’s encouraging to see the progress made, we know there’s more to do to ensure consistency, strengthen how we learn from complaints, and deliver better outcomes for our customers.
Strong governance and customer oversight are central to this. Our Customer Influence Committee and Customer Scrutiny Panel continue to provide challenge and make sure customer voices shape the improvements we make.
The Board has reviewed this report, including the self-assessment against the Housing Ombudsman’s Complaint Handling Code. We’re assured that the right actions are in place to address areas for improvement. We’ll continue to monitor performance closely to make sure progress is sustained and that learning from complaints leads to meaningful, lasting change.”
