As the Board Member Responsible for Complaints and Chair of the Audit and Risk Committee, I present Alliance Homes’ Annual Complaint Performance and Service Improvement Report for 2025/26. In the last year, we have continued to invest in our team, systems and processes to quickly resolve and learn from customer complaints. We finish the year with a much deeper understanding of the reasons for complaints and with actions underway across the teams to address the root causes. This report highlights the key improvements and commitments we’ve made:

  • Launching our Service Standards, setting out what customers can expect from our services, including complaints. These are supported by our Customer Golden Rules, which outline the behaviours our colleagues are committed to always demonstrate.
  • Setting up our customer Complaints Panel, which is a key forum where customers help shape our complaints processes.
  • Introducing our “Learning Circle” sessions, to ensure we hear, act on and learn from complaints to improve interactions with customers.

This continued focus has resulted in improvements in response times and outcomes for customers.

In this report, we highlight the key messages we’ve heard and how we have acted in response. This ensures we’re transparent with our customers on progress being made, and alongside our published self-assessment, shows how we are compliant with the Housing Ombudsman’s Complaint Handling Code.

We are proud of the improvements made but recognise there is still more to be done. We continue to welcome complaints, to hear feedback, and learn. In the coming year, we remain focused on improving the experience of our customers and acting on feedback to improve our services and outcomes.

Joy Luxford

Board Member responsible for Complaints

 

2025/26 reports and documents