Complaints Overview 23/24

Our Complaints Performance and What We Are Doing to Improve

As part of the Housing Ombudsman requirements, we publish our self-assessment (see below) with their complaints code every year.

In addition, we publish information about the complaints we receive. A summary is below.

We have also published the complaints and improvement report that was presented to the board and their response (see below).

Subject of complaint	No. recorded	% of total recorded	No. partially or fully upheld
Maintenance Of Home	23	40.3%	7
Staff Communication	8	14%	5
Other*	6	10.5%	5
Property Condition	3	5.2%	2
Lettings	1	1.7%	1
ASB Handling	7	12.2%	6
Staff Performance	2	3.5%	1
Ground Maintenance	1	1.7%	1
Rent	1	1.7%	1
Communal area maintenance	5	8.7%	3
Total	57	100%	32

*Other – parking charges from PCN, multiple (comms, maintenance, repairs, Out of Hours service), damp and mould, DHC, garden condition.

Learning and actions from initial concerns and complaints have included:

Training for staff around recording complaints
In-person visits can be most effective in understanding how to resolve complaints
There is a need for consistent and quick responses to heating issues in winter
ASB handling to be strengthened and customers to be regularly updated regarding action plans and outcomes
Appointments and scheduling need to be consistent with effective notice periods adhered to and cancellations being given with sufficient notice
Responses to damp and mould need to be undertaken quickly, collaboratively amongst departments and consistently
Service charge consultation is required to ensure value for money and effective communal services are provided
Neighbourhood management needs to be consistent, quick responses and visible improvements in neighbourhoods
The Out of Hours service needs to be communicated more effectively

Page last updated: 20th November 2025