Learning from your Complaints

This page is your window into how we’re listening, learning, and improving.

Every quarter, we bring tenants 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 Plan
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
August 2026	Clearer Communication regarding improvements	Tenants told us to keep improvement plans simple and show the evidence behind changes, how tenants influenced them and whether improvements have worked.	Make improvement plans, like this one, shorter and more visual, including performance data, actions, progress and evidence of success. We are currently working on integrating performance information to monitor success measures.
August 2026	Taking Action	Tenants want actions raised in complaint responses to be completed in a timely and efficient manner. Poor communication or actions not being delivered lead complaints being escalated.	We are reviewing how agreed actions can be monitored to ensure a high level of service and how we can regularly demonstrate that improvements have been delivered.

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 things like:

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.

Sometimes, the quickest way to resolve an issue can be 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