You said, we did: Learning from your complaints

We've recently published our 2025/26 Complaints Annual Report, showing how we're listening to your feedback, responding to complaints and making improvements to the services you receive.

We know we don't always get things right. When something goes wrong, it's important that we listen, put things right and learn from your experience.

Here's what our latest report tells us:

• 93.8% of complaint responses were handled within our target timescales

• 95.5% of Stage 1 complaints were acknowledged and responded to within our target timescales, helping customers receive timely responses to their concerns.

How your feedback is making a difference

Your complaints have helped us identify areas where we need to improve. As a result, we've:

• Improved how we keep customers updated on repairs, helping reduce the need to chase for information
• Made it easier to raise complaints directly through MyAster
• Updated guidance on fencing repairs, making responsibilities clearer
• Improved our electrical safety check process so engineers make sure everything is switched back on before leaving your home
• Introduced stronger quality checks and learning sessions to improve how we handle complaints – such as our Annual Report and Complaints Annual Report.

Your feedback matters

We know there's still work to do, particularly around communication and resolving issues more quickly.

If you're unhappy with a service you've received, please tell us. Your feedback helps us understand what's not working and make meaningful improvements.

We also love hearing when we've got things right! If you've had a positive experience with one of our colleagues or services, we'd love to hear about it. You can share your feedback with us directly or leave a review on Trustpilot.