When customers are dissatisfied with our service, they have the option to file a complaint. It is crucial for our business to address these concerns effectively.
We publish an Annual Complaints Report which is a summary of the customer complaints from the past year, our performance in resolving them, and the measures we are implementing to enhance our service quality. Annually, we present our performance to the Board and aim to communicate this information transparently with our customers.
How We Performed in 2024/25
| Year | Complaints Received | % Responded Within Target | % Upheld | Stage 2 Complaints |
|---|---|---|---|---|
| 2022/23 | 186 | 82.3% | 83.3% | 15 |
| 2023/24 | 143 | 95.1% | 90.3% | 3 |
| 2024/25 | 174 | 98.3% | 81% | 11 |
- 98.3% of Stage 1 complaints were handled within target timescales. This has improved year on year.
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81% of Stage 1 complaints were upheld – still higher than peers but improving.
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Repairs (73%) remain the biggest cause of complaints
What We Improved in Response to the Complaints' Themes
Repairs and Maintenance
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Improved communication and scheduling for planned works.
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Increased contractor capacity and van stock to speed up repairs.
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Clearer follow-up processes for major works.
Customer Services
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Refresher training on tone, communication and managing expectations.
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A Your Voice customer group reviewed real calls and suggested improvements.
Compliance and Safety
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Reviewed and changed protocols to manage lift breakdowns more effectively.
- Strengthened escalation procedures for overdue compliance works.
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Improved oversight and customer updates.
Housing and Supported Housing
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Focused on clearer communication to customers about how decisions are made.
- Allocations decisions and ASB handling reviewed to ensure consistency and transparency.
Stage 2 Complaints
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11 complaints progressed to Stage 2 (up from 3 last year).
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All were resolved within the 20-day target.
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Main reasons for escalation:
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Use of inappropriate language in the Stage One response, which did not reflect the customer’s health condition or personal circumstances.
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Customer concerns about safety in the home were not adequately addressed, with the Stage One reply lacking recognition of individual vulnerability and its impact.
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Incomplete responses at Stage One, failing to address all raised issues or acknowledge distress caused. In some cases, agreed outcomes - such as repair timescales - were not met.
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Our Planned Improvements for 2025/26
We will review our housing management system to make sure it supports clear reporting, action tracking, and the identification of recurring themes, helping us deliver a consistent, high-quality service. Our Compensation and Remedy Policy will be strengthened with clearer guidance on assessing distress, disruption, and vulnerability, supported by refresher training for complaint handlers and managers. We will ensure compensation is offered wherever it is recommended by policy and recover costs where responsibility lies with a contractor. Refresher sessions for managers will also focus on tone, empathy, and resolving issues at the first point of contact. Finally, we will analyse upheld complaints to understand how we compare to our peers and use the findings to reduce avoidable issues and improve satisfaction overall.
The Housing Ombudsman
No cases were referred to or determined by the Housing Ombudsman in 2024/25. North Star remains fully compliant with the Complaint Handling Code. The Board reviews performance and learning throughout the year.