Improving our complaints service

It’s only knowing when customers feel something might have gone wrong that we can try to put things right.

Our complaints service helps us understand where our service hasn’t met our Customer Promises or your expectations. We aim to put things right as quickly as possible and work with you to find a solution.

We’re pleased that a recent report from the Housing Ombudsman showed that we’re performing better than most other Housing Associations with fewer cases being upheld by the Ombudsman than average. 

During the year 2021/22 we investigated 619 formal complaints. Where we had not been able to reach a resolution with our customers using our internal complaints process, 24 of these complaints were escalated and investigated by the Housing Ombudsman. Of these there were no overall determinations of maladministration. 

Where there was a finding of a partial maladministration, a service failure which we had not correctly addressed using our complaints service, we ensured the reasons for the failure were fully examined to learn from our mistakes to improve the services we deliver. 

It’s important to us we’re accountable and transparent so that we can learn from our mistakes to improve the services we provide. If you are unhappy with a service you are receiving and decide to make a complaint, you can do this by visiting our website or by speaking to any member of staff to assist you in making a complaint.

Our dedicated complaints team will then be in touch to let you know about the next steps.