Learning from Complaints

We’re committed to always delivering the best possible services but if things have gone wrong, you can help us learn from this and put things right. 

Since April 2023, we have received 58 Stage 1 complaints. Of these;

• 67% were fully justified.
• 12 were escalated to Stage 2 of our process.
• Only 1 has been escalated to the Housing Ombudsman.

We want to thank customers for providing feedback and allowing us to put things right. We have made a number of adjustments to our service and provided training to our staff so that we can provide the best possible service. Here are some of the adjustments we’ve made: 

• We have set up a 12-month Estate Walkabout programme, which you can view here.
• We are now tracking all Right To Buy applications to reduce delays.
• All complaint letters now explain what we will do, when it will be done, and who to contact.
• We are running weekly training for staff to improve tenant communication and record keeping.
• Following guidance from the Housing Ombudsman Service, houses will now be sound-checked to see what we can do to reduce noise.
• We have devised a ‘getting to know you’ document for our capital works, which will allow us to identify any tenant support needed before work is carried out.
• We have embedded our reasonable adjustment policy ensuring all colleagues are aware when a tailored service is needed.

You can read more information on when to get help from the Housing Ombudsman here.

To find out more about how to complain, read our information here.

If you have an issue you’d like to raise with us, please contact us here.

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