Our complaints performance
We welcome all feedback - whether it’s a compliment, a comment, or a complaint.
We keep a close eye on the complaints we receive, looking at things like:
- how happy you are with how your complaint was handled
- how many complaints we receive
- how many complaints we have with the Housing Ombudsman.
We want to be open and honest about our complaints performance and we publish this with you every three months in our Tenant Satisfaction Measures and in yearly reports.
Year to date
(April 2025 - December 2025)
Low Cost Rental Accommodation
- Satisfaction with complaint handling: 37.8%
- Stage 1 complaints responded to within the Housing Ombudsman’s timescales: 99.2%
- Stage 2 complaints responded to within the Housing Ombudsman’s timescales: 96.2%
- Number of stage 1 complaints per 1,000 homes: 43.3
- Number of stage 2 complaints per 1,000 homes: 3.7
Year to date
(April 2024 - March 2025)
Low Cost Rental Accommodation
- Satisfaction with complaint handling: 43%
- Stage 1 complaints responded to within the Housing Ombudsman’s timescales: 96.6%
- Stage 2 complaints responded to within the Housing Ombudsman’s timescales: 91.5%
- Number of stage 1 complaints per 1,000 homes: 56.0
- Number of stage 2 complaints per 1,000 homes: 10.7
Complaints performance
The Complaint Handling Code
From April 2024, all social landlords must follow the Housing Ombudsman’s Complaint Handling Code, which is now law. This Code explains how complaints should be managed and what customers can expect from us.
Every year, we publish a Complaints Performance and Service Improvement Report. This shows:
- How well we have handled complaints
- What we have learned
- What we are doing to improve services
We also publish our self‑assessment against the Ombudsman’s Code and any actions we need to take.
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 our businesses run.
When we put together our yearly complaints report:
- Our Board reviews the evidence behind our self‑assessment
- Johm, our Board Member responsible for complaints checks that we meet the Code
- Our Customer Feedback Panel and Resident Voice Panel review the draft
- The final report is approved by our Board
This makes sure that we are compliant and improving how we respond to complaints.
Complaints and Service Improvement Report
This report explains:
- How we performed against our service standards
- How we judge ourself against the Housing Ombudsman's Complaint Handling Code
- Where things went wrong and what we have done to put them right.
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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