We want you to have the best experience living in your home. Our ‘Lessons learned’ section highlights the improvements we've made based on the valuable insights you've shared with us when making a complaint.
Make a complaint
Complaints resolution
We understand that complaints are a valuable form of customer feedback. Our aim is to resolve complaints quickly, and to use the data and learning from complaints to improve our services.
When you raise your complaint, you deserve only the highest standards so we make sure we meet the Housing Ombudsman Complaint Handling Code and the Regulator of Social Housing’s consumer standards as they ensure we do right by you.
Our definition of a complaint is in line with the Housing Ombudsman’s Complaint Handling Code. We define a complaint as:
an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.
We’ll treat any such expression of dissatisfaction as a complaint even if you haven’t used the word ‘complaint’.
We recognise the difference between an initial request for service and complaints and will take appropriate steps to resolve the issue as quickly as possible.
Making a complaint
It would be great if you could let us know straight away when there’s a problem, so we can get back on track quickly.
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Here's a snapshot of our complaints handling performance for July 2026.
How we're performing
213
Customer complaints resolved
236
Formal complaints received
88
Complaints escalated to our review stage
Learning from our mistakes
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We're committed to learning from any mistakes and continuously improving our services to exceed your expectations. Your opinion matters, and we're grateful for the opportunity to address your concerns and create a better living environment for you.
Housing Ombudsman Service
We're required to submit an annual complaints handling performance report and self-assessment form against the Code. Take a look at our latest report and self-assessment form. You can also read our latest Landlord Performance Report from the Housing Ombudsman.
Our Board's response to our report and self-assessment:
As a Board, we’re working towards a positive complaints culture where feedback is welcomed, lessons are learned, and improvements are continuous. We want to make sure that every customer feels heard, respected, and confident that their voice leads to real change.
This report gives an honest account of that journey, so we’re transparent about where our services haven’t met your expectations and what we’ve done to change that.
We’ll continue to challenge and support the Executive team, ensuring services not only improve but meet the individual needs and expectations of every customer we serve.
Caroline Ross, Independent Director
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SpeakingUp Policy
Like other organisations, we face the risk of things going wrong sometimes, or of unknowingly allowing illegal or unethical conduct. We also recognise that you may spot this, and so we have arrangements in place to allow you to speak up so we can take corrective action and improve how we operate.
The SpeakingUp Policy details how to raise concerns and the process we’ll follow for investigating those concerns. If you see malpractice or wrongdoing relating to the policy, report them on 01753 555180.