_Annual Report 2025 Final - Flipbook - Page 32
Complaints - How did we do?
We value your complaints because they help us learn and improve. When
you tell us what’s gone wrong, we can fix it and make our services better.
Your feedback is essential for us to provide the best service for everyone.
182
Service Requests
Reasons For Complaints
12 Repairs
11 Conduct
23 Communication
5 Grounds Maintenance
11 Conduct
18 Lack of action
25 Damp & Mould
19 ASB case handling
6
Complaints
Received
Resolved
275 80%
'A service request is a request from a resident to the
landlord requiring action to be taken to put something
right. Service requests are not complaints, but must
be recorded, monitored and reviewed regularly.'
Complaint exclusions: where legal proceedings have started, personal injury, or issues occurred more than 12 months ago
4 Completed the complaints process
25 Subject to legal proceedings
1 Not a bdht tenant
