Complaints Overview 24/25
Our Complaints Performance and What We Are Doing to Improve
As part of the Housing Ombudsman requirements, every year we publish our self-assessment (see below) with their complaints code.
We also publish information about the complaints we receive, which we have included in a summary below.
At our May board meeting, we presented the annual complaints report. All complaints we receive are recorded and discussed to help us improve our services. Feedback is crucial for identifying what we are doing well and where there are areas for improvement.
Number of complaints
Stage one – 86 complaints
Stage two – 16 complaints
Complaints Self-Assessment 2025
Complaints Report 2025
Complaints Board Response 2025
| Primary Category | Number upheld | Total Complaints in Category | Upheld % |
|---|---|---|---|
| Standard of service | 15 | 28 | 53.57% |
| Standard of repair work completed | 2 | 2 | 100% |
| Standard of home (new home) | 7 | 8 | 87.50% |
| Standard of home | 5 | 13 | 38.46% |
| Standard of advice given | 1 | 1 | 100% |
| Rent charges | 1 | 2 | 50% |
| Process error | 1 | 1 | 100% |
| Contractor performance | 3 | 4 | 75% |
| Contractor communication | 1 | 1 | 100% |
| Communication | 27 | 38 | 71.05% |
| Appointment | 7 | 11 | 63.64% |
| Other | 4 | 6 | 66.67% |
*Other – multiple (comms, maintenance, repairs, Out of Hours service)
Page last updated: 20th November 2025