Improving complaints

We’re committed to delivering the best possible services to all our residents. We know things don’t always go right, but when they don’t, we act quickly to put them right and make lasting improvements.

Here’s how we’ve been working with you to improve the way we handle complaints. We know it’s not just about solving problems, but how we do it that matters.

We’ve reviewed our complaints process and expanded our Complaints Teams, so we can resolve your issues quickly.

We’ve introduced smarter ways of working, resolving more service requests and straightforward complaints a lot faster and it’s making a real difference.

On average, 102 more queries every month are now sorted as service requests, meaning faster responses and happier residents. Instead of waiting for an issue to go through a lengthy process, you’re getting the help you need straight away.

We’ve also worked with residents to review our complaint letter templates, making them simpler and more straightforward, so you get clear updates on how you’re complaint’s being handled.

We’ve also worked through a series of recommendations from the Housing Ombudsmen. You can find out more about this in our annual complaints improvement report.

We’ve also trained our colleagues to better understand and respond to individual needs.

How have we improved?

The numbers show real progress, and the changes we’ve made are making a difference:

Stage 1 responses on time

94%

Up from 77%

Stage 2 responses on time

93%

Improved from 55%

Stage 1 acknowledgments on time

96%

Increased from 89%

What our residents are saying about complaints handling?

“Thank you SO much for resolving this matter and for personally phoning me and apologising. It makes so much difference. As I am autistic; unresolved matters cause me huge anxiety as numerous life things mount up and I struggle to keep up with a backlog of problems.
You explained fully what had happened and what will happen going forward. You are very passionate about customer service and believe it or not your response made me feel really happy after a bad week. Please keep up the good work you are doing.”

- Resident (2026)

“Thank you for your email confirming our telephone conversation. I would like to thank you for your support and acknowledgement with my complaint. I felt heard and respected and very confident you would deal with this matter swiftly, which you have.
May I add it was so welcome to receive a phone call rather than a cold email, we were able to communicate easily and I could tell you were a genuine man who wanted to resolve this unfortunate matter.”

- - Resident (2026)

Getting the help you need

If things have gone wrong with our service, we want to make them right. We’ve made it easier for you to give feedback via our website.

You can also call, email or log a complaint via our online resident portals. Visit our contact us pages to find out more

We know our complaints process has sometimes added to your frustration. We acting to change this. We know there’s more to do but we’re making good progress.

You can also find more information about our approach to complaint handling in the following publications:

How we handle complaints

To learn more about how we handle complaints, find out more about our complaints process or watch our video below to hear from Alan, a member of our Complaints team, as he shares more about his role and our complaints process: