This page is your window into how we’re listening, learning, and improving.
Every quarter, we bring people together for our Complaints Scrutiny Workshops. These are collaborative sessions where customers and staff share real experiences of the complaints process. These insights help us understand what’s working well, what isn’t, and where meaningful improvements can be made.
Our aim is to:
- Share what was discussed and agreed from each workshop
- Highlight key themes and insights gathered directly from participants
- Show how feedback is shaping change through our Complaints Improvement Action Tracker
- Keep you informed about the progress we’re making over time
By bringing these updates together in one place, you can clearly see how your voice—and the voice of others—is driving real improvements.
| Date | Topic | What You Told Us | Our Next Steps |
|---|
| April 2026 | Review of Response Templates | The new template was provided to more tenants to be reviewed. Tenants confirmed that the changes to complaint responses have made a positive difference: - Easier to read and better structured
- More appropriate and supportive tone
- Better reflection of issues raised
- More consistent responses
- Improved accessibility
Further improvements needed: - More personalisation (names)
- Clearer escalation information
- Minor grammar improvements
- Better recognition of financial impact
| - Final template changes completed
- Submitted to Senior Leadership Team for approval
- Success will be measured via feedback surveys
|
| April 2026 | Feedback Engagement | Barriers identified: - Low awareness of surveys
- Belief feedback won’t lead to change
- Surveys seen as too long or repetitive
Suggested improvements: - Short, clear invitations in plain English
- Explain why feedback matters
- Ask contact preferences early
- Use multiple communication channels
| - Review and improve survey invitation messaging
- Consider clearer and more engaging communication methods
|
| April 2026 | Complaints Reporting | - Reporting formats are not user-friendly
- Difficult for tenants to engage with information
| - Create a new “Let’s Talk” webpage
- Provide a single, accessible place for complaints information
- Encourage tenant engagement and transparency
|
Your feedback makes a difference
The workshops play a vital role in improving our complaints process. Each session focuses on specific aspects of the customer journey, exploring:
- Ease of making a complaint
- Communication and responsiveness
- Complaint responses
- Overall customer experience
The feedback gathered directly influences our improvement actions, ensuring that changes are based on real experiences, not assumptions.
Before you make a complaint
Unfortunately, despite our best efforts, things can sometimes go wrong.
The quickest way to resolve an issue is to report it directly to the service involved, rather than using the formal complaints process.
Find out more about when to complain and check out ways to report an issue.
How to Make a complaint
If you want to make a formal complaint, and it falls within the criteria set out in our Complaints policy (PDF 446KB), we will:
acknowledge your complaint within five working days
address it within 10 working days.
To get a quick resolution, please raise your issue with us as soon as possible. We will only accept complaints related to issues that happened more than 12 months ago in exceptional circumstances.
Start Your Complaint Here
Get involved
We’re always looking for new voices and perspectives.
If you’d like the opportunity to take part in a future Complaints Scrutiny Workshop, we’d love to hear from you. By getting involved, you can:
- Share your experiences and ideas
- Help shape better services
- Make a difference to how complaints are handled
Sign up today to be considered for a future session and play an active role in improving our services.
This page is your window into how we’re listening, learning, and improving.
Every quarter, we bring people together for our Complaints Scrutiny Workshops. These are collaborative sessions where customers and staff share real experiences of the complaints process. These insights help us understand what’s working well, what isn’t, and where meaningful improvements can be made.
Our aim is to:
- Share what was discussed and agreed from each workshop
- Highlight key themes and insights gathered directly from participants
- Show how feedback is shaping change through our Complaints Improvement Action Tracker
- Keep you informed about the progress we’re making over time
By bringing these updates together in one place, you can clearly see how your voice—and the voice of others—is driving real improvements.
| Date | Topic | What You Told Us | Our Next Steps |
|---|
| April 2026 | Review of Response Templates | The new template was provided to more tenants to be reviewed. Tenants confirmed that the changes to complaint responses have made a positive difference: - Easier to read and better structured
- More appropriate and supportive tone
- Better reflection of issues raised
- More consistent responses
- Improved accessibility
Further improvements needed: - More personalisation (names)
- Clearer escalation information
- Minor grammar improvements
- Better recognition of financial impact
| - Final template changes completed
- Submitted to Senior Leadership Team for approval
- Success will be measured via feedback surveys
|
| April 2026 | Feedback Engagement | Barriers identified: - Low awareness of surveys
- Belief feedback won’t lead to change
- Surveys seen as too long or repetitive
Suggested improvements: - Short, clear invitations in plain English
- Explain why feedback matters
- Ask contact preferences early
- Use multiple communication channels
| - Review and improve survey invitation messaging
- Consider clearer and more engaging communication methods
|
| April 2026 | Complaints Reporting | - Reporting formats are not user-friendly
- Difficult for tenants to engage with information
| - Create a new “Let’s Talk” webpage
- Provide a single, accessible place for complaints information
- Encourage tenant engagement and transparency
|
Your feedback makes a difference
The workshops play a vital role in improving our complaints process. Each session focuses on specific aspects of the customer journey, exploring:
- Ease of making a complaint
- Communication and responsiveness
- Complaint responses
- Overall customer experience
The feedback gathered directly influences our improvement actions, ensuring that changes are based on real experiences, not assumptions.
Before you make a complaint
Unfortunately, despite our best efforts, things can sometimes go wrong.
The quickest way to resolve an issue is to report it directly to the service involved, rather than using the formal complaints process.
Find out more about when to complain and check out ways to report an issue.
How to Make a complaint
If you want to make a formal complaint, and it falls within the criteria set out in our Complaints policy (PDF 446KB), we will:
acknowledge your complaint within five working days
address it within 10 working days.
To get a quick resolution, please raise your issue with us as soon as possible. We will only accept complaints related to issues that happened more than 12 months ago in exceptional circumstances.
Start Your Complaint Here
Get involved
We’re always looking for new voices and perspectives.
If you’d like the opportunity to take part in a future Complaints Scrutiny Workshop, we’d love to hear from you. By getting involved, you can:
- Share your experiences and ideas
- Help shape better services
- Make a difference to how complaints are handled
Sign up today to be considered for a future session and play an active role in improving our services.
Thank you for your contribution!
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