What we've learned from complaints - October 2025
What we’ve learned from complaints – October update
Every month, we look closely at the complaints and service requests we receive from customers. This helps us spot problems and make things better.
How many complaints did we get in October?
- We had 26 Stage 1 complaints compared to 29 in September)
- We had 2 Stage 2 complaint compared to 2 received in September (this is when someone isn’t happy with how their Stage 1 complaint was handled)
- We also had 56 service requests compared to 77 in September (these are things we can sort out quickly without needing a formal complaint)
What were the complaints about?
The most common issues raised were:
• Delays in completing repairs and missed appointments
• Poor communication about repairs and progress updates
We are currently reviewing how we schedule and manage urgent repairs (3-day repairs). At present, customers are given a repair day but not a specific time slot, which can make it difficult to plan and often results in missed visits.
Alongside ongoing work to improve the use of final mile tracking (the text alert that lets customers know when an operative is on their way), we will strengthen our approach to scheduling and communication to make it easier for customers to be at home when repairs take place.
How quickly did we respond?
- On average, we replied to complaints in 2 working days in September
- So far this year, the average is 8 working days, which meets the required timescales from the Housing Ombudsman (10 working days)
Were people happy with how we handled their complaint?
Yes – everyone who filled out our survey in October said they were satisfied with how we handled their complaint. That’s 92.31% satisfaction for the year so far.
Compensation
- We paid out £2665 in compensation in October
You Said: Your Voice told us that we need to make sure we're paying compensation when we need to.
We Did: We have paid more compensation in this financial year than we had by this time last financial year. However, we had a similar number of complaints. This shows we are paying out compensation more consistently.
Did we reject any complaints?
No – we accepted all complaints in September and for the year so far.
What are we learning?
We're using this feedback to:
- Address services provided to communal areas such as gardening and cleaning, where a service charge is payable
- Changing our approach to empty homes, we are focusing on making the move in experience quicker and with a better quality
- Reduce the amount of times a second appointment is needed to complete a repair.
We’re also looking at better ways to track and share what’s changing because of your feedback.
Complaints help us improve and make things better, not only for you but for all of our customers. If something’s gone wrong, please let us know.
You can find out more about our complaints process or make a complaint by clicking here.
You can also read our complaints policy by clicking here.
