Our Annual Complaints Handling Performance and Service Improvement Report 2024/25
This report shows how your feedback has helped us improve the experience we provide. It includes what complaints we’ve received, what they were about, and how we’ve responded—following the Housing Ombudsman’s Complaints Handling Code.
It also includes a response from our Board, who continue to support and champion learning from complaints as a key part of improving customer experience.
Thank you to our Thrive Customer Voice members who helped co-create and review this report. Your input has helped make it clearer, more useful, and focused on what matters most to customers.
Together, we’re learning, growing, and shaping a better experience for everyone.
Did you know?
When we were developing this report, Thrive Customer Voice members asked for more transparency around service charges, contractor performance, and anti-social behaviour (ASB). These are usually service requests unless we’ve failed to act – then they become complaints. Knowing you’re interested in these topics, we’ll include more updates on these in our newsletters - but thought we'd share some key pieces of information here.
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What is a complaint?
The Housing Ombudsman defines a complaint as:
“An expression of dissatisfaction about the standard of service, actions or lack of action by your landlord.”
In simple terms:
It's a complaint if we've failed to meet our service standards or let you down by not keeping to our promises.
It’s not a complaint if you’re reporting an issue for the first time (like a missed bin or noise problem) - that’s a service request.
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Complaining about costs
Customers sometimes express dissatisfaction with cleaning and grounds maintenance services; however, this is not considered a formal complaint unless there has been a clear service failure.
In cases where a missed visit is reported, we will either arrange for the contractor to return or issue a credit refund.
If you wish to challenge the costs or estimates associated with service charges, you must escalate the matter to a First-tier Tribunal.
Customers can raise concerns about the costs of works when we are looking for the best value for money or upon receiving their annual service charge estimates.
For more information about what a service charge is and what these include, head to: https://youtu.be/o9aBcpLOF1I
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Complaining about how we handle anti-social behaviour (ASB)
Reporting a neighbour for ASB is a service request, not a complaint.
If you're unhappy with how we’re handling your case or if we fail to follow our ASB policy, then this becomes a complaint.