Complaints performance

Find out the latest performance results and how we are learning and improving from complaints.

2025/26 - Quarter 4

We are committed to listening to our customers and using feedback to improve our services.

290

Complaints received

99%

of Stage 1 complaints were responded to within Housing Ombudsman timescales.

93%

of Stage 2 complaints were responded to within Housing Ombudsman timescales

29%

 of complaints were related to repairs services. This was the most common reason for complaints.

Quarterly performance 2025/26

We are committed to listening to our customers and using feedback to improve our services.

Between April and June 2025:

  • We received 250 complaints
  • 100% of Stage 1 complaints were responded to within Housing Ombudsman timescales

Stage 1 Complaint Outcomes

  • 56% (108) of complaints were upheld
  • 43% (83) were not upheld

The majority of Stage 1 complaints related to the Property Care service, accounting for 31% of all complaints received.

This represents an increase of 10% compared to the previous quarter.

 

Stage 2 Complaint Handling

  • 100% of Stage 2 complaints were responded to within Housing Ombudsman timescales

Stage 2 Complaint Outcomes

  • 74% (25) of complaints were upheld
  • 26% (9) were not upheld

The majority of Stage 2 complaints also related to the Property Care service, making up 32% of all Stage 2 complaints.


This represents an increase of 14% compared to the previous quarter.

Between July and September 2025:

  • We received 230 Stage 1 complaints
  • 100% of Stage 1 complaints were responded to within Housing Ombudsman timescales

 

Stage 1 Complaint Outcomes

  • 60% (127) of complaints were upheld
  • 40% (84) were not upheld

The majority of Stage 1 complaints related to the Property Care service, accounting for 24% of all complaints received.
This represents a decrease of 7% compared to the previous quarter (31% in Q1 2025/26).

The most common issues reported by customers were:

  • Waiting times for appointments
  • Repairs not resolving the issue
  • Damage caused to property during works

 

Stage 2 Complaint Handling

  • 99% of Stage 2 complaints were responded to within Housing Ombudsman timescales

Stage 2 Complaint Outcomes

  • 31% (13) of complaints were upheld
  • 36% (15) were not upheld

The majority of Stage 2 complaints related to the Property Care service, accounting for 32% of all Stage 2 complaints, consistent with the previous quarter.

The most common issues reported at Stage 2 were:

  • Repairs not resolving the issue
  • Customers feeling out of the loop or needing to chase for updates

 

What we are doing to improve

We are using feedback from complaints to improve our services.

Actions include:

  • Increasing complaints handling capacity with additional staff
  • Introducing new systems (Total Mobile) to improve scheduling and communication
  • Improving repair performance, including first-time fixes
  • Strengthening compliance with Awaab’s Law and response times

Between October and December 2025:

  • We received 282 Stage 1 complaints
  • 100% of Stage 1 complaints were responded to within Housing Ombudsman timescales

 

Stage 1 Complaint Outcomes

  • 61% (127) of complaints were upheld
  • 39% (80) were not upheld

The majority of Stage 1 complaints related to the Property Care service, accounting for 30% of all complaints received.
This represents a change compared to the previous quarter (24% in Q2 2025/26).

 

Stage 2 Complaint Handling

  • 100% of Stage 2 complaints were responded to within Housing Ombudsman timescales

Stage 2 Complaint Outcomes

  • 69% (20) of complaints were upheld
  • 31% (9) were not upheld

The majority of Stage 2 complaints related to Property Care, accounting for 22% of all Stage 2 complaints.

 

What we are doing to improve

We recognise that service changes and increased demand have impacted customer experience, particularly in relation to repairs.

We are taking action to improve by:

  • Reducing backlogs in repair appointments
  • Improving communication so customers are kept informed
  • Increasing planning and operational capacity
  • Using contractors where needed to support service delivery

Between January and March 2026:

  • We received 290 Stage 1 complaints
  • 99% of Stage 1 complaints were responded to within Housing Ombudsman timescales

 

Stage 1 Complaint Outcomes

  • 65% (179) of complaints were upheld
  • 35% (96) were not upheld

The majority of Stage 1 complaints related to the Property Care service, accounting for 47.5% of all complaints received.

This represents an increase compared to the previous quarter (29.8% in Q3 2025/26).

 

Stage 2 Complaint Handling

  • 93% of Stage 2 complaints were responded to within Housing Ombudsman timescales

Stage 2 Complaint Outcomes

  • 89% (34) of complaints were upheld
  • 11% (4) were not upheld

The majority of Stage 2 complaints also related to the Property Care service, accounting for 29% of all Stage 2 complaints.

This represents an increase compared to the previous quarter (19% in Q3 2025/26).