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Tenant Annual Report 2026

Compliments & Complaints

In 2025/26, we received 135 complaints.

  • A total of 100 complaint learning reflections were logged in the year
  • No complaints were refused at Stage 1 or Stage 2
  • The Housing Ombudsman did not find any failings in the way we handled the cases it investigated

Have a complaint?

We’re here to listen. Visit our contact page or call us on 01392 273462.

What you told us

The most complaints we received were about contractor communication. This included things like:

Repairs

This was the largest service area, making up 50% of Stage 1 complaints.

Communication problems, including:

  • Residents not being kept updated
  • Unclear explanations
  • Late or missed responses
  • Inconsistent information from staff or contractors

Contractor-related issues, especially:

  • Poor contractor communication
  • Poor service from the out-of-hours repairs service
  • Contractor performance concerns

Standards of service, including:

  • Poor service quality
  • Repairs not completed properly or followed through
  • Appointment issues, including missed appointments, repeated appointments, or poor communication around appointments
  • Standard of home, including concerns about repairs, damp and mould, and the condition of homes
  • Advice or information given, where residents felt the information was wrong or unclear, or expectations were raised incorrectly
  • Poor follow-up and record keeping, including actions not being monitored, incomplete notes, or staff not checking case history

What we did

  • Staff training on complaints, empathy, neurodiversity and communication
  • Improved ASB case management by launching a new customer relations module
  • Better contractor management and reviewing our procurement process
  • Changed our lettings and mutual exchange procedures
  • Improved systems training and use of resident data
  • New procedures for inspections, emergency moves and communal door access

We will continue to learn from complaints received and already have plans to improve the information that we hold to help us respond.

In the next year we will be:

  • Improving repairs scheduling
  • Bringing in a new out-of-hours repairs contractor
  • Improving first-time fix rates
  • Better written communication across all our complaints
  • More resident communication about complaints
  • Support for residents experiencing vulnerability or needing adjustments, feeding in from our resident census

Complaint statistics

  • 118

    Stage one complaints

  • 79.3

    stage one complaints received per 1,000 homes

  • 89.2%

    of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

  • 17

    Stage two complaints

  • 11.4

    stage two complaints received per 1,000 homes

  • 87.5%

    of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

Key themes

  • 72

    Repairs

  • 25

    Housing, letting, rent and parking

  • 17

    Building improvements and customer safety

  • 12

    Anti-social behaviour

  • 4

    Developing new homes

  • 2

    Communal and grounds maintenance

  • 1

    Customer services, communications and complaints