Complaints Performance

Complaints Performance

Our Complaints Annual Report shows how we performed last year. This year’s report covers April 2024 to March 2025.

We also share a response from our Board:

“We as a Board want to acknowledge that the Housing Ombudsman’s audit, which covers complaints from 2022/23, highlights areas where we did not deliver the level of service and support our customers deserve. We recognise the areas for improvement and are working hard to improve the service we provide and to ensure we maintain compliance with the Ombudsman Code.

Since these complaints were raised, we have already taken significant steps to ensure these issues do not happen again. This year, we have invested in our complaints service and team and are committed to delivering a high quality service for our customers. We have reviewed and improved our complaints process, including appointing a dedicated Complaints Assistant to support customers throughout the process and working to reduce the time it takes to investigate complaints.

We take complaints from our customers very seriously and we are committed to doing better and to continually improving the service we provide. We are a learning organisation and want to hear about the experiences of our customers, using complaints to drive improvements and be open to hearing the feedback on where we have not met customer expectations. The changes we have already put in place will help to improve our service and continue to be an anchor organisation within our local community.”

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