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Complaints – how are we doing?

We aim to provide a great service, however, we know that sometimes things can go wrong. When this happens, we always do our best to put things right. We’ve been making changes to improve our complaints service, having listened to your feedback.  

We’re working to respond more quickly to your complaints and to communicate better with you with each step of the way. Here you can find out how we’re doing with managing and resolving your complaints. We’ll share updates with you every three months. For more about our complaints and resolution service, including how to make a complaint, visit our dedicated help page. 

How many complaints did we receive?

Between July and September 2025, we received 1,842 Stage 1 complaints, and 637 Stage 2 complaints. 

Most of these complaints were related to our responsive repairs service, issues with communal lifts & door entry systems, and housing management services. Key areas of concern were that we were taking too long to resolve customers problems and customers were unhappy with the standard or quality of work.  

We also received complaints about our contact centre, service charges and our cleaning and ground maintenance services. 

How quickly did we respond to your complaints?

We aim to respond to 100% of stage 1* complaints within 10 working days and stage 2* complaints within 20 working days. These timescales are set by the Housing Ombudsman Service. 

What are Stage 1 and Stage 2 complaints?  

Our complaints process has two stages. Stage 1 is when you first make a complaint with us. If you’re not happy with our response to you at this first stage, you can ask for your complaint to be progressed to Stage 2. This means it will be re-investigated by a senior manager. 

July
77%
Stage 1
66%
Stage 2
August
74%
Stage 1
54%
Stage 2
September
85%
Stage 1
92%
Stage 2

You said, we did

We’re committed to listening and learning from your feedback. Take a look below to find out what actions we’ve been taking to improve our service for you.  

Whilst we are not yet responding to all complaints within the required timescales, our performance has been improving.

  • You wanted more opportunities to get involved and give feedback  

  • You said we’re taking too long to resolve your complaint  

  • You want a more reliable repairs service 

  • We’re launching new service improvement groups. Residents are being invited to help us review plans, feedback and work with us to improve services. Recruitment is taking place from November to January.

    This is part of our wider Customer Engagement Programme, which provides a range of opportunities to give feedback on specific issues.   

  • We’ve strengthened our complaints team structure to make sure customers are contacted within 24 hours of logging a complaint. In addition, we’re actively recruiting to make our team even stronger. 

  • We’re developing new technology to manage all repair requests on one system, making the process faster and more efficient.