We're committed to making our complaints process accessible to those that need it and ensuring our operational teams are focused on putting things right for our customers and improving customer experience across the organisation.
Our complaints process complies with the Housing Ombudsman Service Complaint Handling Code, which became a statutory requirement for all housing associations to follow from April 2024, as evidenced in our self-assessment statement and Annual Complaints Performance and Service Improvement Report.
Our Board continues to champion learning from complaints so that we can identify key areas for improvement. Read our Annual Complaints
Performance and Service Improvement Report to learn what complaints we’ve received, what they were about, and how we’ve responded, as well as how resident feedback is shaping the experience we provide and our areas of focus for the year ahead.
Annual Complaints Performance And Service Improvement Report 2024 25
PDF | 2053Kb
Complaints Handling Code Self Assessment 2024
PDF | 375Kb
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