Listening and learning from complaints

We always aim to provide a great service, but we know that we don’t always get it right, which is why customer complaints give us an opportunity to identify ways to improve the service we provide to you. 

A government campaign, Make Things Right, has now launched to encourage customers to speak out if something goes wrong and contact the Housing Ombudsman if needed.

Our complaints team has updated our complaints process to make it simple and quick to raise a complaint with us.

This is a positive opportunity to improve how we deal with complaints by listening to your feedback.  

We're also pleased to hear compliments from our customers when they're happy with our service, including a recent set of compliments for the service charges team.

One customer wrote: "Thank you for everything, you've lifted a massive weight from my shoulder." Another added: "Thank you or your mail and following up with a call, great customer service."

Complaints and compliments help us understand what is important to our customers and we listen to all feedback so that we can continue to improve our services.