How many complaints did we receive?
Between January and March 2025, we received 2,695 complaints.
Most of these complaints were related to our repairs and housing services. Key areas of concern were the length of time taken to resolve problems and poor communication with customers.
We also received complaints about the reliability of our lifts, service charge costs, and cleaning and ground maintenance services.
How quickly did we respond to your complaints?
We aim to respond to 100% of Stage 1* complaints within 10 working days and Stage 2* complaints within 20 working days. These timescales are set by the Housing Ombudsman Service.
In the last quarter, our performance was:
Whilst we are not yet responding to all complaints within the required timescales, our performance has been improving.
We've expanded our Complaints and Resolution Team
To speed up our response times, we’re investing in 13 new roles to join our Complaints and Resolution Team.
They are:
Eight new Stage 1 Case Workers
Four new Stage 2 Case Workers and a Team Manager
*What are Stage 1 and Stage 2 complaints?
Our complaints process has two stages. Stage 1 is when your first make a complaint with us. If you’re not happy with our response to you at this first stage, you can ask for your complaint to be progressed to Stage 2. This means it will be re-investigated by a senior manager.