Complaints performance
From 1 April 2024, the Housing Ombudsman’s Complaint Handling Code became law. This means all landlords must follow its rules when dealing with complaints.
One key requirement is that landlords must publish a Complaints Performance and Service Improvement Report every year. This report helps residents and scrutiny groups see how well complaints are being handled and what’s being done to improve services.
Find out more about the Housing Ombudsman Service (this link takes you to another website).
Statement of compliance
Listening to customers and acting on feedback is a key part of how we run our organisation. It’s built into our governance and reporting processes.
When preparing this annual complaints report, our Board followed the principles in the Housing Ombudsman’s Complaint Handling Code and its self-assessment guidance.
We also carried out a detailed review of the evidence behind our self-assessment. This was led by the Board Member responsible for complaints, to make sure everything was checked thoroughly.
Our annual complaints report was approved by the Board on 4th September 2025 following review by our Customer Feedback Panel and Resident Voice Panel, and signed on its behalf by Lesley Dixon, Chair, John Wood, Member Responsible for Complaints, and Nigel Hennerley, Chair of the Resident Voice Panel.
Complaints and Service Improvement Report
This report outlines how we are performing against our complaints service standards and includes a self-assessment against the Housing Ombudman’s Complaint Handling Code. It outlines where we have got things wrong and what actions we have taken to improve our service.
Complaints and Service Improvement Report - 2024-2025 (this link will open in a new window)
We have published our self-assessment against the Complaints Code within the report above, and as a stand-alone version below:
Complaints Self Assessment - 2024-2025 (this link will open in a new window)
Action Plan for Improvement - 2025-2026 (this link will open in a new window)
Landlord Performance Reports from the Housing Ombudsman
The Housing Ombudsman issues landlord reports for landlords with five or more findings of maladministration. This included us for the period 2023-2024, and 2024-2025.
Landlord Performance Report for 2023-2024 (this link will open in a new window)
Landlord Performance Report for 2024-2025 (this link will open in a new window)
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