Complaints performance

Complaints results, 2022 to 2023

  • New Stage 1 complaints: 4,356
  • Stage 2 complaints: 936
  • 21.2% of complaints escalated from Stage 1 to Stage 2

Please see our annual 2022 to 2023 customer complaints report below, broken down by business.

 

Type of complaint Total
Responsive repairs 1,899
Compliance 1,455
Housing services 470
Planned programmes 375
Leasehold 322
Estate services 246
Income 173
Development 79
Sales team 75
Voids 39
Customer services 38
Available homes 33
Safer buildings 32
Care and support 32
Keyworker 28
Customer care 10
Finance 2
Neighbourhood investment 0
Grand total 5,308

 

Housing Ombudsman Service Determination analysis

Some of the complaints that we have not managed to resolve go to the Housing Ombudsman Service. It is a free, independent, and impartial service that looks at customer complaints. We are working closely with the Ombudsman to resolve complaints earlier, and we’re learning from their decisions (the results of their investigations).

Landlord Performance Report 2022 to 2023

A report from the Housing Ombudsman about our performance from April 2022 to March 2023.

Read the Landlord Performance Report 2022 to 2023