Learning from complaints

We record a learning outcome from every complaint to help us improve our services. You can see a summary of our learning from complaints for 2024-25 below, including details of service improvements we’ve made to address identified shortcomings.

Learnings are published annually in our compliments and complaints report alongside information about disrepair claims.

Complaints 2024/25

How many complaints did we receive?

Every year we submit data to the Regulator of social housing about the number of customer complaints we have received. These are split into Stage 1 and Stage 2 complaints (see our complaints process page for more details)

Complaints 2024-25
56.2	stage one complaints received per 1000 homes
98.7%	stage one complaints responded to within Ombudsman timescale
8.0	stage two complaints received per 1000 homes
98.1%	stage two complaints responded to within Ombudsman timescale

What were the top 5 reasons for complaints?

Description	Number of complaints	% of overall complaints
Responsive repairs	106	28%
Staff attitude	32	9%
Discretionary payments	30	8%
Planned maintenance or cyclical works	29	8%
Improvement works carried out by landlord or tenant	22	6%

Complaints are categorised to reflect the most common causes of dissatisfaction. The top five categories account for 59% of all complaints received. Responsive repairs have generated the most complaints, which is typical in the sector due to the high volume of repairs conducted annually (approximately 28,000). Despite this, responsive repairs also receive high satisfaction ratings through Rant & Rave feedback.

Responsive repairs

Responsive repairs account for the highest volume of complaints, primarily due to delays in completion, timescales, and concerns about the quality of workmanship.

Staff attitude

Complaints relating to staff attitude are spread across various teams within the business. However, the highest number of these cases are concentrated within the neighbourhoods and income teams. This is likely due to the nature of their roles, as both teams are regularly required to deliver messages and decisions that may be unwelcome or difficult for customers to hear, such as enforcement actions or rent-related discussions

Discretionary payments

These complaints related to the reimbursement of financial loss and recognition that services haven’t reached the desired standard.

What were the learning outcomes and service improvements?

1. Tenancy Onboarding & Home User Guides

Strengthened advice provided to new tenants through enhancements to the Home User Guide, discussed during tenancy start appointments.

2. Improving grounds maintenance

Enhancing our grounds maintenance service with regular website updates to keep grass cutting schedules accurate year-round. Extra investment has improved performance, with 100% of cuts completed for several months. A new joint audit process with our contractor ensures standards stay high

3. Caretaker service restructure

Bringing together our two caretaker teams into one unified service to improve efficiency and consistency. This restructure will support a new service improvement plan focused on clearer standards, better responsiveness, and higher quality for customers.

4. Leaseholder Section 20 Notifications

Now issued via recorded delivery to confirm receipt and minimise the risk of disputes.

5. Communal Areas – Christmas Decorations

Proactive engagement with residents through door-knocking and posters to manage expectations and ensure safe, inclusive decoration practices.

6. Direct Debit Management – Collaboration Between Finance and Income Teams Responsibility for managing Direct Debits will transfer to the Income Team upon full implementation of the Dynamics system.

7. Repairs Text Message Notifications

Service expanded to include updates on cancellations, delays, contractor referrals, and weather-related disruptions.

8. Voids Team Efficiencies

Adoption of a multi-trade repair approach to speed up void turnarounds, reduce repeat visits, and improve service for vulnerable customers, including disrepair claim mitigation.

9. Sheltered Housing – Data Protection and Privacy Awareness

Staff training and resident newsletter content now promote awareness around private conversations and data protection.

10. Response team skills enhancement

We’re introducing skill levels to our multi-skilled operatives, ensuring the right person attends each job to improve first-time fix rates and reduce repeat visits.

Useful links

You can find out more about our complaints process including how to raise a complaint on the Our complaints process page of this website.