This year, around three quarters of upheld complaints led to a clear “lessons learned” action, helping us identify where changes were needed. To strengthen this further, we introduced monthly “lessons learned” meetings, bringing teams together to review complaints, share insight and agree improvements.
We use this learning to:
Improve how we communicate with customers. Reduce delays and improve service delivery. Ensure we follow through on actions agreed in complaints. Share learning across teams to prevent issues happening again.
Some lessons learnt identified from complaints during 2025/26 that we have addressed or are working on include:
Review and refine the property readiness checklist, implementing a sign off process that includes final quality check. We need to strengthen how contractors communicate and engage with customers. We’ve learned that our online system allowed some repair requests that shouldn’t be raised, so we’ve now fixed this to avoid confusion. We’re reviewing our reasonable adjustments policy and procedures to make sure we better understand individual needs and offer the right support wherever possible. We’re also working with customers through a Scrutiny to help shape these improvements.
