Learning from your complaints helps us to improve our housing services.
Our new Complaints Annual Report 2023/24 tells you how we have listened and acted on any opportunities to make improvements following investigation of complaints and review of any trends. It covers:
- Trends in the types of housing complaints we have received,
- Improvements we have put in place,
- Customer feedback on how we handle complaints,
- Actions taken in response to the findings of the Housing Ombudsman,
- Our latest self-assessment against the Housing Ombudsman’s Complaints Code.
We have spoken to a focus group of tenants who have been through our complaints process, and our Tenant Readers Panel, to ensure tenants’ voices have shaped this report. We are committed to being transparent and sharing the information that you want to see to hold us to account.
The Complaints Annual Report and the full Self-Assessment 2024 document are available below.
These were scrutinised by the Housing Advisory Panel Tenant Representatives in June and will be formally reported to the Panel and to Cabinet.