At English Rural, we are committed to providing high-quality services and listening to the views and experiences of our residents. While we always aim to get things right, we recognise that there are occasions when our service may fall short of expectations.
Complaints play an important role in helping us understand where we can improve. By listening to feedback, learning from complaints, and acting on the lessons identified, we can make positive changes to the services we provide.
Each year, we publish our Annual Complaints & Service Improvement Report. This report provides a summary of our complaints handling performance, the types of issues raised by residents, and the improvements we have made as a result of the feedback received. It demonstrates how we use complaints as opportunities to learn, improve and deliver better outcomes for residents.
You can view our most recent report, as well as reports from previous years, below:
Annual Complaints & Service Improvement Report – 2025/26
Annual Complaints & Service Improvement Report – 2024/25
The Housing Ombudsman requires all social housing landlords to assess their compliance with the Complaint Handling Code each year.
Our self-assessment sets out how our complaints process meets the requirements of the Code and identifies any areas where further improvements have been made or are planned. This helps ensure that our complaints service remains fair, accessible, transparent and focused on achieving positive outcomes for residents.
You can view our latest self-assessment below:
Housing Ombudsman Self-Assessment
If you would like to make a complaint, raise a concern, or share feedback about our services, please visit our Making a Complaint page, where you will find information about our complaints process and how to get in touch.
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