Complaints and feedback impact – annual update

We follow the Housing Ombudsman’s Complaint Handling Code, which sets out how we should deal with complaints fairly, consistently and clearly. Each year, we review how we are doing and publish a report to show what we’ve learned from customer feedback and how we are improving.

This information goes to our Board, Customer Committee and Customer Scrutiny Group, because feedback is vital to us throughout the organisation.

During 2025-26, we received more complaints than the year before, with 384 at Stage 1 and 58 at Stage 2. This reflects a wider trend across housing providers, as more people are aware of how to raise concerns.

Most complaints (87%) were resolved at the first stage, while a smaller number (13%) were reviewed again. Three cases were reviewed by the Housing Ombudsman.

We responded to almost all complaints on time and have seen improved satisfaction from customers towards the way we handle complaints. This is partly thanks to changes we’ve made within our customer service team and having dedicated complaint-handling champions focusing on dealing with more complex cases.

We’ve also made further improvements since September 2025, including better tracking of complaints and clearer communication with customers. Since then, all complaints have been handled within our target timescales.

Overall, our performance is now among the highest compared to other housing providers.

To find out more about our performance, the improvements we've made and how we're meeting the standards set by the Housing Ombudsman, read our:

• Complaints and service improvement annual report (2025-26)
• Complaint Handling Code Self-Assessment (April 2026)

For more information about complaints and how to provide feedback, see: Complain or give feedback