Earlier this year, you told us what you wanted to see in our Complaints Handling Performance and Service Improvement Report — thank you!
Now, you can be the first to review the draft report and let us know if we’ve got it right before we publish it for all customers.
We always include the topics required by the Housing Ombudsman’s Complaints Handling Code — but the rest is shaped by you.
📘 Read the draft report
💬 Share your thoughts
✅ Help us improve how we handle complaints
The final version of this report will be available as a PDF, to print (including large print) and as a text only webpage to utilise the ReachDeck tool on our website. The ReachDeck tool can be used to listen to the report aloud, translate it into different languages, or enlarge the text for easier reading.
Once published, we're going to promote this report in our newsletters and include more information on:
- What is a complaint
- How we’re using guidance from the Housing Ombudsman
- More information on costs around complaints.
Please share your feedback by Sunday 17th August 2025.