What we're doing well

Like most housing associations, most of the complaints we receive each year are about repairs or maintenance of residents’ homes.  Last year (April 2023 to March 2024) we received 146 complaints over this period, which was 22% fewer than the year before. More people were also happy with the way we dealt with their complaint at stage 1 meaning fewer asked for a review of their complaint at stage 2.  We typically receive fewer complaints than other housing associations.

We’re working hard to make sure we’re learning from the complaints we receive and improving our services for residents, so people don’t feel like they have to complain. You can give us feedback about our services here.

We worked hard to resolve complaints more quickly over 2023/24 following the establishment of our new dedicated complaints team. Last year we resolved all complaints at stage 1 in just under 8 working days on average at stage 1 last year (our target time is 10 working days) and we resolved all complaints at stage 2 of our process in just over 12 working days on average (our target time is 20 working days).  Our target times match or exceed the Housing Ombudsman requirements.

You can tell us what we’re doing well or give any other feedback about our services here.