Listening and acting on your feedback

Your Feedback

We’re committed to delivering excellent customer service and making sure you have a safe, secure and well-maintained home. To do that, we need to understand what’s working well and where we need to do better.

We know we don’t always get things right the first time. That’s why your feedback is so important. It helps us understand when something hasn’t met your expectations, so we can put it right and keep improving the services that matter to you.

Number of compliments received

Complaints completed at the final stage

Number of complaints received

Number of complaints investigated at the formal stage

82.9%

Complaints responded to within 10 working days

25%

Complaints escalated to final review stage

4%

Decrease on last year’s figure

70%

30%

Nature of complaints

The highest category of complaint related to some form of delay in the services we provide, with the top 6 root causes of complaints:

Damp and Mould
Component replacement forms
Poor management of sub-contractors
Time taken to complete repairs (appointment offered 3 months away)
Not communicating with customers about repairs appointments

Your feedback matters - not just to us, but across the housing sector. That’s why the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) to help hold housing providers to account and give you a clearer view of how we’re performing. You can read more and view our 2024–25 Tenant Satisfaction Measures on our website.

98.12%

Complaints responded to within first permitted extension under the Ombudsman code

Output device, Hand, Gesture, Finger, Laptop

After you’ve received a service from us, we may invite you to complete a short survey. This helps us understand how satisfied you were and gives you the chance to tell us why you gave that score. It also helps us identify and follow up on any ongoing issues that may need more attention.