Complaint Handling Performance Report Survey: what you told us & what we’re doing
Thank you to everyone who shared your views on what you'd like to see in our upcoming Complaints Handling Performance and Service Improvement Report. 76 of you took part, and your feedback is helping us shape a report that’s more relevant, transparent, and useful to you.
What you told us:
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What matters most
You want to know the main reasons for complaints, how quickly we resolve them, and what changes we’ve made as a result.
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Where we can improve
Some of you didn’t know the report existed or found it hard to access. Others want clearer communication and quicker responses when you first raise issues as service requests, so it doesn’t have to become a formal complaint.
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What else you’d like to see
You asked for more transparency around charges for major works, contractor performance, health and safety, and anti-social behaviour.
How we’re acting on your feedback
In our report, we’ll be including:
- A clearer overview of complaint volumes, resolution times, and lessons learned.
- Real examples of service improvements we’ve made and what we’re focusing on next.
- You told us newsletters and email are your preferred ways to stay informed. So, we’ll be promoting the report further through our email newsletters, making it easier for more customers to access and engage with it.
Based on your suggestions, we’ll also include regular updates in our newsletters on:
These topics are often linked to service requests rather than formal complaints, so we’ll keep them separate from the main report. We'll still keep you informed through information on our website and in regular communication when changes happen.
The final report will be published on our website by 30 September 2025 at thrivehomes.org.uk/complaints.
It will be fully accessible, with using the ReachDeck tool on our website to enlarge text, read aloud, translate, and more. You’ll also be able to download a copy to save down or contact us for a printed copy. We’ll make sure customers who aren’t online know about the report in our newsletters, with the option to request a full printed copy too.
39 of you (51%) who took part said you’d like to see a draft of the report, so we’ll be sharing this with customers soon a one of the many perks of being a Thrive Customer Voice member!