The first is our Annual Report to Customers. The second is our Annual Compliments and Complaints Report called "Hearing Your Voice".

At Community Housing, customer feedback is really important to us. Every compliment, complaint, survey or piece of feedback helps us understand what we're doing well and where we need to improve.

Our Annual Report to Customers

We designed this report with our Customer Reader's Panel. They gave us honest feedback about our previous reports and helped us make the information easier to understand. The report shares details about where we're improving, what we've achieved, and what we've learned from your feedback.

Our Compliments and Complaints Report

This report shows how satisfied customers are with our services and how we handle complaints and compliments.

We know many customers experienced delays when making complaints during 2024-25. We've worked hard to fix these problems to make sure they don't happen again.

What we're doing about it

Your feedback tells us we're doing well in some areas. Our staff treat you fairly and with respect, and you feel safe in your homes.

But we know we need to do better with complaint handling, repairs, and dealing with damp and mould.

We're not just collecting feedback, we're acting on it. We've introduced new training for our teams, better ways of tracking complaints and specialist teams to deal with complex issues.

Why these reports matter

We share this information every year because we want you to know exactly how we're performing as your landlord. These reports help you hold us accountable and show we're listening and responding to what you tell us.

If you, or someone you know, needs a copy of either report in a different format, size or language, please contact marketing@communityhousing.co.uk or call 0300 003 5454.
 
 
 
 

 
 
 
 
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