Our complaints performance
Our complaints performance report shows:
- How many complaints we received
- How many were referred to the Housing Ombudsman Service
- The main types of complaints
- What we’ve learned from them
Your feedback helps us understand what’s working and what needs to improve. The report also explains the changes we’re making based on what you’ve told us.
Download our Annual Complaints Performance and Service Improvement Report 2024/25
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.