Providing a first-class customer service

We’re dedicated to providing you with a high level of service and we’re working towards achieving at least 90% overall customer satisfaction. Around 38,000 people live in our homes and in 2019/20 85% of you were satisfied overall with our services. This is a decrease of 3% from 2018/19.


of enquiries resolved at first contact. (target 85%)


satisfaction with new homes

(target 90%)


of complaints responded to within target time (ten working days)


of complaints resolved at the first stage of our complaints procedure


We welcome complaints as a valuable form of feedback about our services.

The number of complaints we received this year went down compared to the previous year and we successfully resolved 80% of these complaints at the first stage of the complaints procedure.

If a resident is dissatisfied with the outcome of our complaints process, they can take their complaint to the Housing Ombudsman. This is an independent service that resolves disputes involving the tenants and leaseholders of social landlords. This year, the Housing Ombudsman received 53 enquiries from our residents, resulting in 14 investigations. From these investigations, they found fault in two cases. This means the evidence demonstrated that we acted in accordance with our obligations and there is no evidence of any significant failing or harm to residents in 86% of cases investigated. On average the Ombudsman finds fault with the landlord in 37% of cases.

In April 2019 we introduced our simpler two stage complaints procedure. If a resident is dissatisfied with the Stage 2 decision; they can take their complaint directly to the Housing Ombudsman and we’ll advise them on how to do this.

*Stage 3 complaints carried over and completed after 31 March 2019

During 2019/20, we responded to 86% of our complaints on time. This is a significant improvement on 2018/19, where we responded to 59% of our complaints on time. We have set ourselves a target for 2020/21 of responding to 95% of complaints on time.