Listening and learning from complaints

We always aim to provide a great service and 81% of you have told us you’re happy with our service, up from 79% in December 2019.

We know however, that we don’t always get it right, which is why customer complaints give us an opportunity to identify ways to improve the service we provide to you.

A government campaign, Make Things Right, has now launched to encourage customers to speak out if something goes wrong and contact the Housing Ombudsman if needed.

Our complaints team has updated our complaints process to make it simple and quick to raise a complaint with us.

This is a positive opportunity to improve how we deal with complaints by listening to you and learning from our mistakes.

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