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 2025-26 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 2025/26

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 2025-26
45.9	stage one complaints received per 1000 homes
98.7%	stage one complaints responded to within Ombudsman timescale
11.3	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?

Complaints are categorised to reflect the most common causes of dissatisfaction. The top five categories account for 67% of all complaints received.

Description	Number of complaints	% of overall complaints
Quality of response	107	30%
Compensation	40	11%
Staff attitude	37	10%
Workmanship	34	9%
ASB	26	7%
Other	116	33%

Quality of response

Complaints categorised as quality of response most commonly relate to communication, timeliness, clarity, empathy, and the handling of Stage 1 investigations. In many cases, customers escalated their complaint not because the service outcome was necessarily incorrect, but because they felt their concerns were not fully understood, explained, or addressed at the initial stage.

Compensation

Complaints recorded under the compensation category are most commonly driven by prolonged loss of essential services, damage to personal property, missed appointments resulting in financial loss, and disruption caused during repairs or improvement works. In many cases, customers seek compensation not only for the original service failure, but for the cumulative inconvenience and personal impact experienced.

Staff attitude

Complaints categorised under staff attitude most commonly relate to the tone, manner, and professionalism of customer interactions. While service decisions may have been appropriate, dissatisfaction frequently arose where customers felt interactions lacked empathy, respect, or sensitivity, particularly during visits, enforcement-related discussions, or out‑of‑hours contact.

Workmanship

Complaints categorised as workmanship are primarily driven by poor quality repairs, damage caused during works, repeat or incomplete installations, and workmanship‑related leaks. Many complaints reflect customer frustration where works have failed to resolve the issue first time or where properties were left in an unsatisfactory or unsafe condition.

ASB

Complaints categorised under ASB are primarily driven by dissatisfaction with how reports of neighbour‑related antisocial behaviour are handled, communicated, and progressed. Many complaints reflect frustration with perceived inaction, lack of clarity around case ownership, and the cumulative impact of unresolved neighbour issues, rather than disagreement with ASB policy itself.

What were the learning outcomes and service improvements?

Theme	Key Service Improvements Implemented
Policy clarity & consistency	Tree Management Policy reviewed to clarify landlord responsibilities, improve proportionality, and introduce routine inspections Corridor safety processes in sheltered housing aligned for consistent application ASB – Dynamics improved case management and oversight ASB – customer focus group to provide clarification on what isn’t classified as ASB ASB – High level cases discussed in team meetings
Repairs quality & timeliness	Stronger post‑inspection regime, improved diagnosis of complex repairs, better planning of follow‑on works, and reduced repeat visits Clear expectations reinforced for leaving properties in good condition Sub-contractor meeting frequency increased monitoring performance
Damp & mould	Faster inspections, consistent triage, improved diagnosis, specialist surveyor oversight, and enhanced cross‑team communication in line with Awaab’s Law
Customer communication & fairness	Clearer explanations of decisions Improved appointment communication Review of reasonable adjustments for customers with fixed availability Refreshed guidance on customer security checks. Contents insurance awareness Staff code of conduct. Discussed in toolbox talks to clarify expected standards of behaviour
Supporting vulnerable customers	Expanded staff training on vulnerability, equality and diversity, and autism awareness. Learning embedded into inductions, refresher
Training	Specific training has been developed for staff managing complaint cases

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.