Tenant Annual Report 2025
Section 18: Responding to your complaints
You told us we need to do better when it comes to dealing with complaints. Working closely with tenants and leaseholders, we have listened and made changes, but we know there's still more to do.
How we performed in 2024/25
Tenant Satisfaction Measures | 2023/24 | 2024/25 |
Satisfaction with your landlord's approach to handling complaints | 26% | 18.4% |
Management Information Measures | 2023/24 | 2024/25 |
ComplaintsNumber of complaints received per 1000 homes: |
|
|
Stage 1 complaints | 23.7 | 35.2 |
Stage 2 complaints | 3 | 5.4 |
Number of complaints responded to within Complaint Handling Code timescales: |
|
|
Stage 1 complaints | 24.5% | 66.8% |
Stage 2 complaints | 70.4% | 83.8% |
What we achieved in 2024/25
- put in place all the suggestions from the Tenant Scrutiny Review
- set up a specialist complaints team to handle housing complaints
- improved how quickly we respond to complaints, the quality of our replies, and how we keep you updated during the process
- made our online form easier to use so you can report a complaint or give a compliment and get a quicker response
- used key themes from complaints to help improve our services
- worked with tenants to check how well we follow the Housing Ombudsman's complaint handling code
In the next 12 months:
- introduce a customer survey to find more ways to improve how we handle complaints
- work with tenants to review how we offer compensation when things go wrong
- improve how we deal with stage 2 complaints, especially how we communicate with you during the process
- make changes to how we record complaints, so we can learn more from them and spot trends