How we’re doing on complaints – and what we’re doing to improve
We know things don’t always go right first time. When that happens, we want to fix it quickly, listen to what you’re telling us, and keep improving our services.
Between April and June 2025, we received 431 complaints – that’s 33% fewer than the same time last year. The main areas of complaints this year were:
- Repairs – 147 complaints (35%), mostly about delays, missed appointments, or jobs not being finished.
- Customer Experience – 117 complaints (27%), often about poor communication, lack of updates, and feeling like enquiries weren’t handled properly.
- Compliance – 69 complaints (15%), mainly heating and boiler issues, with delays causing stress and safety concerns.
We’ve been making changes based on your feedback through our Complaints Service Review. You told us you wanted quicker responses, better communication, and to feel heard. In response, we’ve:
- Improved our systems so complaints are easier to track and resolve.
- Delivered tailored training to help colleagues respond better.
- Focused on sorting things first time, so you’re not passed between teams.
- And with these changes, we’re starting to see progress:
- 99% of complaints were closed on time (up from 92%).
- Stage 2 complaints dropped to 90 (down 13% from 103).
- Satisfaction with complaint handling (Tenant Satisfaction Measure) rose to 51.2% (up from 40.8%).
We’re heading in the right direction, but there’s more to do. We’ll continue to keep you updated on improvements.
Read more in our Annual Complaints Performance and Service Improvement Report 2024/25.
Making a difference in your community: Our ESG Report
We’ve just published our ESG Report for 2024/25, which shows how we’re making a real difference in your community. ESG stands for Environmental, Social and Governance and it’s a way of measuring how well we’re doing in areas like sustainability, community support, and responsible decision-making.
This year, we’ve built 726 new affordable homes, helped over 1,000 customers into jobs, training or volunteering, and brought in £760,000 in extra funding to support wellbeing and financial advice. These achievements are part of our wider plan, ‘Your Home, Your Voice – Improvements That Matter’, to make our homes safer, warmer and more comfortable, and to help our communities live well and thrive.
