How we measure up

Complaints – How we measure up

This is an overview of our complaints performance over the past year, but there is also a full version of our performance available for those who would like more detail.

Every year, as part of the Housing Ombudsman Code, we must carry out a self assessment of how we manage complaints.

We always invite customers to join us and share their experience of our complaints process. This year, nine customers helped us with our assessment; they found that we’re meeting all the standards we should be. You can also read the full assessment.

Complaints received

During the year, we received 3354 complaints. The year before, we received 2734.


Complaints received	April 2023 - March 2024	April 2024 - March 2025
Stage 1	2,439	2,819
Stage 2	295	436
Overall	2,734	3,354

How we handled your complaints

95% of Stage 1 complaints were handled within the Housing Ombudsman’s timescales – an 8% improvement compared to the year before.

98% of Stage 2 complaints were handled within the timescales – a 3% improvement.

What your complaints were about

The top 5 reasons for making a complaint were:

23% Repair not being completed
12% Lack of information & support
7% Damp & mould
7% Timescales of delivery
7% Staff conduct

You said, we listened

Your feedback and complaints help us to make improvements. Here are some of the improvements we’ve made in response to your feedback.

We’ve introduced a new repairs scheduling system, Locator+, to help us quickly identify the issue and send the right operative with the right tools.
We’ve improved how we handle antisocial behaviour and given staff extra training.
We’ve updated our repairs policy to include timescales for communal repairs.
We’ve reviewed our unreasonable behaviour procedure and created a clear policy.
Our damp and mould policy and procedures have been updated in line with Awaab’s Law.
We’ve delivered complaints training to frontline, customer-facing staff.

There’s lots more work that is still ongoing progress, you can read more about that in our full complaints report.

Housing Ombudsman

This year, the Housing Ombudsman opened 38 investigations, and we’ve received determinations for 22 cases. We received 31 findings, with maladministration identified in 18 of these. Unfortunately, one case from 2022 was found to be severe maladministration. You can read more about this and what we’ve learned. We’ve asked another housing association to review how we handled this complaint to help us identify any further learning.

You can also check our latest performance report from the Housing Ombudsman.

Our customer experience committee review our complaints performance quarterly and provide assurance to the Board that we are effectively managing complaints.

Here is what our Governing Body said about our performance this year.