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Our complaints performance

We monitor our complaints closely to make sure we follow processes correctly, resolve your complaints successfully and continue to improve our services. 

Our complaints performance (March 2022)

We've completed a self-assessment against the Housing Ombudsman’s new Complaint Handling Code. Our assessment shows where we comply with the code, what we're doing to improve our services and how we handle complaints. We've also updated our complaints policy in line with the new code. You can download our Complaints Self-Assessment for 2020 for more information. 

How we've improved

We’re always open to hearing ways we can improve. Following feedback from customers through the complaints procedure, we’ve identified the lessons learned and the actions that need to be taken to drive service improvements and prevent repeat service failures. Some examples include: