Learning from complaints and putting things right
This is what you tell us matters most to you:
We know things don’t always go right, and when that happens, customers tell us they want a quick response, regular updates and the confidence that we’ll do what we’ve said we’ll do.
Between April and June 2026, we received 394 complaints, slightly fewer than the same period last year. While that’s encouraging, we’ve seen more customers ask for their complaint to be reviewed, showing us that we need to do more to get things right first time.
That’s why we’re looking closely at what’s frustrating customers and where we need to do better. We’ve been looking closely at customer feedback, reviewing how complaints are handled and making changes to help ensure customers get the right outcome sooner.
We’re also working to provide clearer timescales, better updates and greater accountability when actions are agreed, so customers know what to expect and can be confident we’ll follow through.
The most common complaints this quarter were about repairs, communication and customer service, particularly where customers felt they had to chase for updates.
Our focus for the year ahead is to:
We’re pleased that 98% of Stage One complaints were resolved within our target timescales. But we know there’s more to do, and we’ll continue using customer feedback to improve services and put things right when things go wrong.
Help us to help you
AI tools are becoming increasingly popular, and we’re seeing more complaints generated using them.
We recognise that AI can be a useful tool for people who experience barriers to communication, require support to express their concerns, or have accessibility needs. However, it is not normally necessary to provide detailed legal arguments, extensive background information or copies of legislation.
To help us to investigate your complaint please focus on:
• What happened;
• How you have been affected; and
• What outcome you are seeking.
This will help us address your concerns as quickly as possible, get to the heart of the problem and provide the best possible service.
