Our Complaints Team provides end-to-end support, from the moment a concern is raised through to resolution and learning from each outcome.
By working in line with the Housing Ombudsman Complaint Handling Code and using feedback from tenants, we help ensure complaints are handled fairly and consistently, while also using feedback and learning to drive improvements across our services.
Complaints were handled in line with the Complaint Handling Code, ensuring a clear and consistent approach.
Feedback from tenants helped identify recurring issues, allowing us to make improvements that benefit current and future tenants. Learning from complaints has helped reduce repeat issues and improve overall service quality.
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2,523 Stage 1 complaints responded to
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576 Stage 2 complaints responded to
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Delivered 13 learning sessions following Ombudsman outcomes, helping teams apply learning and improve future tenant experiences.
Alongside this, we’ve introduced improvements to how complaints are managed, including clearer communication, earlier contact with tenants, and better use of insight to understand and resolve concerns more effectively.
Strong collaboration across teams and with the Tenant Complaints and Feedback Panel has helped ensure feedback is used to shape service delivery and improvements.
This has supported changes in areas such as damp and mould, where earlier intervention and clearer communication have helped address issues sooner and improve outcomes for tenants.
We’re proud of the difference this work has made and will continue working with colleagues and partners to strengthen learning, improve services, and deliver better outcomes for tenants.
