We believe that listening to feedback is essential to improving our services. Every complaint helps us to understand what matters the most to our customers and where we can do better.
Throughout 2025/26 we handled a total of 395 service requests and 276 formal complaints. Our formal complaints are made up of 214 Stage one (Investigation stage) complaints and 62 Stage two (Review stage) complaints.
As in previous years, the repairs service continues to be the most frequent subject of complaints due to the high volume of customer interactions and the nature of the work. However, it is also the team that receives the highest number of compliments, reflecting the positive experiences that many customers have.
We are proud that we responded to 100% of complaints within the required timescales, in line with the Housing Ombudsman’s Complaint Handling Code. In some cases, we needed more time to investigate fully. Where this happened, we agreed extensions with customers to make sure we could provide a thorough and fair response.
