What we've learned from complaints - September 2025

What we’ve learned from complaints – September 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 September?

• We had 29 Stage 1 complaints compared to 24 in August)
• We had 2 Stage 2 complaint compared to none received in August (this is when someone isn’t happy with how their Stage 1 complaint was handled)
• We also had 77 service requests compared to 49 in August (these are things we can sort out quickly without needing a formal complaint)

The number of complaints this month, are an increase compared to last year.

What were the complaints about?

The most common problems were:

• Time to complete repairs
• Communication about repairs

We have reviewed the use of final mile tracker (a text that is sent to you when an operative is on their way). This has not been consistently used and there is a link between missed appointments and when this has not been triggered.

How quickly did we respond?

• On average, we replied to complaints in 3 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 June said they were satisfied with how we handled their complaint. That’s 92.31% satisfaction for the year so far.

Compensation

• We paid out £3978 in compensation in September

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:

• Spot common problems
• Take action faster
• Work better with our contractors
• Keep improving the service for you

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.