Customer complaints
We know that we don’t always get things right and this can sometimes be frustrating.
If you feel dissatisfied with a service we have provided, please contact our Customer Hub as soon as you can, and we will look to put this right for you as quickly as possible. If you aren't happy with the resolution, you can access our Complaints Service.
Our Customer Feedback Team work hard to address complaints and your feedback continues to play an important role in helping us to understand what’s working well and where we could do better.
We aim to deal with customer complaints in line with the Housing Ombudsman Service (HOS) time scales outlined in their code. We are currently achieving a performance of 95.6% for responding to stage one complaints within the code target.
Between April 2024 and March 2025 we received 1,954 complaints. The main areas of complaint were:
Repairs: 869 (this includes things like missed appointments and delay to repairs)
Customer experience: 598 (this includes things like anti-social behaviour and failure to provide a service)
Compliance: 444 (this includes things like gas complaints)
Of these complaints, a service failing was identified in 58.4% and 41.6% were found to have no service failings identified.
Service improvement
In the last edition of My Great Place, we told you about our ongoing Complaints Service Review, which is one of our Corporate Plan priorities.
This review has looked at the end-to-end complaints process and what improvements need to be made to make it more efficient for both customers and colleagues. It has also considered how we learn from complaints to improve services for customers. Progress made so far includes:
- System related improvements to increase efficiency and automation in our complaints process – to free up colleague capacity to deal with complaints in the best way possible for customers.
- Performance reporting to ensure visibility of complaints across the business.
- Performance reporting to ensure visibility of complaints across the business.
- Putting in place an approach to learning from complaints – for example, we see a number of complaints regarding repairs and have therefore completed a review of our Repairs Service to ensure we make improvements based on customer feedback.
We will continue to update customers as this work progresses.
How to contact us
We welcome your feedback and aim to provide effective resolutions to customers when we get things wrong.
The Customer Feedback Team can be contacted at customerfeedback@greatplaces.org.uk or by completing our online complaints form. For more information about how to make a complaint, please visit our website.