Learning from your feedback
We understand that we don’t always get things right first time and our complaints process is an important way for you to tell us when something doesn’t quite go to plan.
Last year the feedback you gave us made it clear that you thought we could do more to keep you informed about actions we were taking after you had spoken with us. As a result we’ve changed the way we communicate with you at each stage of our processes.
We are now much better at making sure each of our communications are clear, sent using a platform that suits your needs and leaves you feeling informed about what to expect from our services.
feel we keep you informed of the things that matter
Total Complaints
(86%) upheld
Complaints per 1000 properties
Last year the key reasons you told us you weren’t happy with our services were linked to:
Repair delayed or not completed – (21.76%)
Communication – (19.12%)
Dissatisfaction with action taken – (15.35%)
How we can improve:
When things go wrong, it’s important that we work hard to put it right. It’s even more important that we learn from it to prevent it from happening again. We know that we can do more to learn from the complaints we get, so when we identify a common cause for complaints we’ll be putting action plans together. We’ll also be doing more to share with you what we’ve done, to reassure you that we have understood how we can learn from the experience you had.
Holding us to account:
If you don’t feel like we’ve been able to resolve your concerns using our complaints process, the Independent Housing Ombudsman can look into your case. Last year the Ombudsman visited our tenants to answer questions about how the service works.
The Independent Housing Ombudsman, have a Complaints Handling Code, that sets out how all landlords should manage complaints they receive.
To make sure we met the standards set by the Ombudsman, we asked a group of tenants who had experience with our complaints process to review our performance. We’re really pleased to report that Tenants found us fully compliant with the code. You can read our self assessment on our website.