Regulatory judgement improvement plan

Regulatory standard

Area of weakness

Quality of complaints needs improving and complaints need to be responded to in a timelier manner.  With a particular focus on: 
(a)    Quality of complaint responses; and
(b)    Timelessness against 10-day target
(c)    Clear backlog of unanswered complaints

Intended outcome(s)

Improved satisfaction with complaint handling.

Faster resolution and reduced backlog of complaints.

Lead

Simon Chrisp (Housing Asset Manager)

Martin Poulter (Business Performance and Customer Services Manager)

Target completion

Satisfaction with the landlord's approach to handling complaints (Tenant Satisfactory Measure) - 35% (KPI Target 2025 to 2026).

Percentage of Stage 1 complaints responded to within the Handling Code timescales - 75%(IPI Target 2025 to 2026).

Step targets (where possible)

See short, medium and long term plans. 

Short/medium/long term plans

TSM satisfaction with the landlord's approach to handling complaints

Short Term

35% (median quartile).

Medium Term

41% (upper quartile).

Long Term:

Exceed upper quartile.

Complaints responded to within the Complaints Handling Code timescales.

Short term:

75% (lower quartile)

Medium term:

82% (median quartile)

Long term:

93% (upper quartile)
(As per RSH 23/24 results for both the above)

Organisational risks

1. Reliance on R and M to provide completion dates for outstanding works.
2. Temporary nature of customer feedback and Insights Team job roles.

Potential impact on customers if we do not achieve intended outcome

1. Frustration and loss of trust due to unresolved complaints.
2. Escalation of issues due to poor complaint management.

Current position

(a)    Quality - significant improvement noted by tenant scrutiny group (August 25). 
(b)    Timeliness - At end of Q3, 85% of stage 1 complaints addressed within 10-day timescale.
(c)     Backlog - fully cleared. 

We introduced our own monthly Stage 1 complaint‑handling satisfaction survey when overall satisfaction was 37%, and we identified several key reasons for dissatisfaction. The survey has since been reviewed to make it more accessible, improve response rates and provide clearer insight into what is driving dissatisfaction. The updated version was relaunched in January 2026.

We are reviewing the process for Stage 2 complaints, responsibility for which sits in the corporate team.  We will be looking to identify lessons learnt from Stage 2 complaints. This review will focus on improving our understanding of why stage 1 complaints are escalated and to improve the timeliness of responses to stage 2 complaints. In Quarter 3, 71% of complaints responded to in target.

RAG

Evidence

Key Performance Indicators performance reports.

Monthly updates to member responsible for complaints.

Tenant Satisfactory Measure results and complaints annual report published on the website.

Link to Tenants Annual Report on website.

Press release about new team on website.