Our 2024 Complaints Performance and Service Improvement Report Is Available to View

We are pleased that our 2024 Complaints Performance and Service Improvement Report is now ready for to view online.

This report highlights the feedback we have received over the past year and the positive changes we have implemented as a result, guided by you our residents, in part through our Complaints and Feedback Focus Group.

This year, issues addressed included:

• Focus on resident communication
• Improved contractor processes and communication
• Enhanced heating repair authorisatiom

In 2024 100% of complaints were acknowledged within five working days and responded to within the Housing Ombudsman’s timescales and 92% of complaints were resolved at Stage 1, with only one complaint requiring escalation to Stage 2.

Looking ahead to 2025, we will continue to place resident satisfaction at the heart of what we do, with a particular focus on contractor performance, energy efficiency upgrades, and regular communication with residents.

We would like to thank residents for their valuable input. Feedback helps us continuously improve our services and enhance the living experience for everyone.

For more detailed information about our complaints and handling process click here.