Housing complaints annual report 2024/2025
Complaints satisfaction survey
In response to low levels of satisfaction relating to complaint handling in our 2024/25 TSM survey, we are undertaking a survey solely relating to complaint handling. This survey will be carried out on a rolling basis over the course of 2025/26.
Customers who have made a complaint will be invited to complete a short survey following their complaint being resolved. The survey will ask questions specific to complaint handling and will ask customers about their experience and, if they remain dissatisfied, why that is.
The results will be analysed on a quarterly basis and will provide a valuable insight into the driving factors of dissatisfaction relating to complaint handling.