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.
The Governing Body confirms its commitment to complying with the Housing Ombudsman Service Complaint Handling Code and to ensuring complaints are managed in a fair, consistent, and transparent manner.
The Board has reviewed the annual complaints and service improvement report, including the self-assessment, and is satisfied that it provides an accurate reflection of current complaint handling practices.
Assurance has been provided by the Member Responsible for Complaints, who has reviewed the self-assessment and is confident that it aligns with operational practice and identifies appropriate areas for further improvement.
The Governing Body will continue to monitor performance and implementation of identified actions to strengthen complaint handling, ensuring ongoing compliance with the Code and a positive experience for residents. This statement is published on our website to demonstrate our commitment to openness and accountability.
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 Complaints 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