This page is to provide you with additional information about our complaints service and performance.

This includes the volumes of complaints we receive at different stages of the process and those that are referred to the Housing Ombudsman Service.

We include the types of complaints we receive and the key things we learned from them, which covers the areas we're looking to improve in based on customer feedback.

Download our Annual Complaints Performance and Service Improvement Report 2023/24 (published on 28 June 2024).

The complaints process

We log a formal complaint and provide a stage one response if a customer isn't happy with the service they've received from us. If they aren't happy with the resolution, they can ask for the complaint to be moved to stage two. The complaint will then be reviewed by an independent Customer Experience team. If the customer is still not happy, they can refer their issue to the Housing Ombudsman.

Please note if the complaint relates to a data protection issue, the stage two complaint may be reviewed by the Group Data Protection Officer and, where the customer is still not satisfied, the appeal process is to the Information Commissioner’s Office. The Housing Ombudsman will not rule on data protection issues.

You can also find out more about how we handle complaints in our complaints policy (pdf 140kb).

Other useful sources of ideas for improving services

It isn’t only feedback from residents who raise complaints that results in improvements to the way we deliver services. We take into account feedback from a range of sources, including:

  • our ongoing customer satisfaction surveys
  • from determinations that the Housing Ombudsman issues
  • suggestions from our teams who are well placed to see where we can do things more effectively and deliver better customer service.

Housing Ombudsman’s complaint-handling code

We are required to self-assess our complaints service against the Housing Ombudsman Complaint Handling Code. Read our latest self-assessment carried out in June 2024.