Quarterly service requests
A service request is a request from a customer to the landlord requiring action to be taken to put something right.
Quarterly complaints
A formal complaint is an expression of dissatisfaction about the standard of service, actions or lack of action by us, our own staff, or those acting on our behalf.
You said, we did
Examples of how we've listened to resident feedback and taken action to improve our service.
Complaint Handling Code compliance
The Housing Ombudsman Service has a complaint handling code, which all social landlords must comply with.
As part of this, we're required to submit an annual complaints performance and service improvement report to the Ombudsman, which includes a self-assessment against the Code.
We, the governing body, confirm that we receive quarterly and annual reports on complaints which include the requirements stated in the Housing Ombudsman's Complaint Handling Code (Section 8), which give us assurance that we are meeting both our statutory and regulatory responsibilities.
These reports include information and prompt discussions about the volume of complaints, trends, lessons learned and any reports or determinations provided by the Housing Ombudsman.
We have reviewed the self-assessment against the Complaint Handling Code and are assured we comply with it.
We have seen a reduction in complaints this year and believe this is down to how we value an open, transparent and customer-first complaints culture. We are pleased to share this information with all customers.
As well as reporting on feedback and complaints each quarter, we also produce an annual complaints performance and service improvement report each year.
The annual complaints performance and service report shows the analysis for the year 1 April 2024 to 31 March 2025.
Annual complaints performance and service improvement report
The report shows the:
• Total number of formal complaints
• Total number of service requests
• Categories/areas of dissatisfaction of formal complaints
• Categories/areas of dissatisfaction of service requests.
We learn a lot about how we can improve our services from complaints.
You can read more about some of the improvements we've made on the You Said, We Did page.
We're required to complete an annual self-assessment against the Housing Ombudsman’s Complaint Handling Code. This self-assessment is a regulatory requirement to confirm we comply with the Code.
If you'd like the self-assessment in an alternative format, please get in touch.
You can see some examples of service improvements we've made as a result of learning from complaints on the 'You said...We did' webpage.
Findings of non-compliance with the Code by the Housing Ombudsman
As of 31 March 2025, we have no findings of non-compliance to report.
Annual reports about our performance from the Housing Ombudsman
As of 31 March 2025, there are no reports about our performance from the Housing Ombudsman.
Relevant reports or publications produced by the Ombudsman in relation to the work of the association
We have completed self-assessments on the following Spotlight reports:
• Attitude, respect and rights
• Complaints about heating, hot water and energy
• Damp and mould
• Knowledge and information management
• Noise complaints
• Repair complaints
Contact us
Your feedback helps us to improve services and ensures we continue to meet the needs of the people and communities we serve.
Get in touch