Complaints – how are we doing?

We aim to provide a great service, however, we know that sometimes things can go wrong. When this happens, we always do our best to put things right. We’ve been making changes to improve our complaints service, having listened to your feedback. 

We’re working to respond more quickly to your complaints and to communicate better with you with each step of the way. Here you can find out how we’re doing with managing and resolving your complaints. We’ll share updates with you every 3 months. For more about our complaints and resolution service, including how to make a complaint, visit our dedicated help page.

How many complaints did we receive?

Between April and June 2025, we received 1,927 Stage 1 complaints, and 434 Stage 2 complaints.

Most of these complaints were related to our responsive repairs service, issues with communal lifts & door entry systems, and housing management services. Key areas of concern were that we were taking too long to resolve customers problems and customers were unhappy with the standard or quality of work. 

We also received complaints about service charges and our 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. 

What are Stage 1 and Stage 2 complaints?  

Our complaints process has two stages. Stage 1 is when you 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. 

April
52%
Stage 1
61%
Stage 2
May
62%
Stage 1
49%
Stage 2
June
85%
Stage 1
67%
Stage 2

You said, we did

We’re committed to listening and learning from your feedback. Take a look below to find out what actions we’ve been taking to improve our service for you. 

Whilst we are not yet responding to all complaints within the required timescales, our performance has been improving.

  • You wanted more opportunities to get involved and give feedback 

  • You said we’re taking too long to resolve your complaint 

  • Lifts are out of action too long when repairs are needed 

  • You said you wanted clearer information about the costs you pay through your service charge 

  • Repairs are taking too long to be completed

  • A new customer-led panel has been created to provide feedback, influence decisions, and review performance.  

    This is part of our wider Customer Engagement Programme, which provides a range of opportunities to give feedback on specific issues.  

    The first customer Group Board member, Coretta Scott, was appointed in February to ensure the customer voice is at the heart of our decisions. 

  • To speed up our response times, we successfully recruited 13 new roles to join our Complaints and Resolution Team and they are in the process of being trained.

  • Two new lift contractors have been appointed to speed up lift repairs and improve reliability. 

    They will also assess all passenger lifts to identify and address reliability issues. 

  • We provided more detailed service charge information specific to each building and explained changes to building insurance costs. 

    For the first time leaseholders and shared owners were sent an insurance policy summary that explained the cost of their home's insurance. 

  • We’re developing new technology to manage all repair requests on one system, making the process faster and more efficient.