Complaint performance
Complaint performance
We’re committed to publishing detailed information about our complaints, their outcome, and what action we’re taking to improve our services.
Complaints report 2022-23 [PDF]
Each month our tenant and resident assurance panel, attended by members of the executive and leadership teams and colleagues working across service areas, reviews trends and themes in the complaints raised and responds appropriately.
In line with the Housing Ombudsman’s complaint handling code, we publish a complaint handling self-assessment [PDF] every year.
Complaints received in 2022/23
Top three areas we received complaints about:
- Repairs
- Damp and mould
- Issues within the neighbourhood
Top three themes of complaints:
- Wait times
- Lack of response
- Quality of work completed
Complaints received
| Stage 1 | Stage 2 | Total | |
| Q1 | 167 | 25 | 192 |
| Q2 | 174 | 34 | 208 |
| Q3 | 122 | 28 | 150 |
| Q4 | 150 | 22 | 172 |
Complaint outcomes
| Upheld | Partially upheld | Not upheld | |
| Stage 1 | 433 | 91 | 99 |
| Stage 2 | 53 | 19 | 28 |
| Total | 486 | 110 | 127 |
The Housing Ombudsman
Between April 2022 and March 2023, of cases reviewed by the Ombudsman linked to settle residents, we had 5 determinations. One of these five was noted by the Ombudsman to be outside of its jurisdiction.
In 2 cases no action was required of settle.
2 cases, decisions were given, both with a decision of maladministration and service failure.
One of these cases related to our estate management processes involving an unused piece of land backing on to settle properties.
The other related to a new build property, where we didn’t deal with defects in a timely way.
Previous reports
Complaints report 2021-22 [PDF]
Complaints report 2020-21 [PDF]
Complaints report 2019-20 [PDF]