We received 678 complaints this year, 18.4% fewer than the year before but we also received 293 compliments. Many customers praised colleagues not just for getting the job done, but for being kind, keeping people informed and taking ownership.

The report is also honest about where improvement is needed. The number of complaints that went on to Stage 2 more than doubled, from 47 to 105. This shows that some customers did not get the right result the first time. We have looked into why this happened and as a result have made some changes to services and the way we communicate with customers. 

During the year, a number of changes were made based on customer feedback. These include clearer letters and text reminders about repairs and modernisation visits and more thorough damp and mould checks.

Catherine Cole, Director of Housing and Communities, said: “We see complaints not just as issues to resolve but as opportunities to listen, learn and improve"  and thanked customers for continuing to provide valuable feedback to help services continue to improve.

The full report can be read here: Hearing Your Voice: Complaints, Compliments & Feedback 2025-26