In the report, we have included a statement from our board about our performance, a summary of the complaints we received and resolved, the response times for handling these complaints, the service improvements we have made as a result, and the steps we have taken to involve customers in how we improve.
Between April 2025 and March 2025, we received 815 complaints. Of these, 679 were received at stage 1, with 55.2% responded to within target response times, and 118 were received at stage 2, with 74% responded to within target response times.
The Housing Ombudsman's Complaint Handling Code outlines specific timeframes for landlords to respond to complaints. These are:
- 10 working days for stage 1 complaints
- 20 working days for stage 2 complaints
Complaints and feedback help us understand where things aren’t working and what needs to change. This year, key issues included the length of time taken to complete repairs, disrepair, and issues with contractors.
Here’s what we’ve done in response:
- Started regular 'lessons learnt' sessions with service managers to review common complaint themes and trends
- Restructured our repairs service and increased resources after ending our repairs partnership with housing association Brighter Places
- Set up a dedicated Complex Works team to support customers dealing with damp and mould issues.
The report includes more information on how we've responded to these issues, and how customer feedback has helped shape our improvements.
You can read the full report here.