Compliments and Complaints
We are committed to providing the best possible service to our customers, and your feedback is vital to help us achieve this goal.
By sharing your experiences with us, both positive and negative, you help us understand what we are doing well and where we need to improve. We take every complaint seriously and are dedicated to resolving issues quickly and effectively.
Please continue sharing your opinion of our services with us, as it is through your feedback that we can continue improve.
Over 2023/24 we received a total of 160 compliments for our services, ranging from repairs to our Independent Living service
We also received 114 complaints, 57 of which were upheld
13 complaints went to stage two, eight of which were upheld.
We handled 100% of stage one complaints and 92.3% of stage two complaints within the Complaint Handling Code timescales set by the Housing Ombudsman.
Complaints Code Self Assessment
As part of the Housing Ombudsman requirements, we publish our self-assessment (see below) with their complaints code every year.
We have also published the complaints and improvement report that was presented to the Board and their response (see below)
