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Your voice matters: Improving our services together

Since 1 April 2024, we've adopted a new Complaint Handling Code. This Code comes from the Housing Ombudsman Service - an independent organisation that helps resolve disputes between tenants and housing providers – and is designed to ensure we address your concerns fairly and quickly.

What this means for you:

The new Code is here to protect your interests and help us serve you better. Together, we can improve our services and your living experience.

We're required to submit an annual complaints handling performance report and self-assessment form against the Code. You can read our latest report here and self-assessment form here.

Our Board's response to our report and self-assessment:

“Your feedback is invaluable to us, especially when our services fall short. It helps shine a light on the areas where we need to improve.

We’re sorry that our responses to your concerns and the quality of our repairs service have not always met the high standards you rightly expect. As a Board, we take any failure to deliver on our promises very seriously. Please know that we hear you loud and clear and we're committed to making things right. We’ll continue to actively listen to your feedback and take the necessary actions to address any issues.

Over the next 12 months, we’ll be focusing on improving our complaint resolution process and providing you with a consistently reliable, high-quality repairs experience.”