_Annual Report 2025 Final - Flipbook - Page 33
92%
82
79%
Investigated within
timescales
resolved at Stage 1
resolved at Stage 1
34
68%
65%
complaints Stage 2
Stage 1 upheld
Stage 2 upheld
Changes we have made
Changed lettings process
We’re making changes to the process so that Customers receive a
copy of the lettings standard which is easy to understand.
0
0
Escalated to Housing Ombudsman
Non-compliance with complaint handling
code
The Housing Ombudsman Service is free,
independent and impartial. It can help to
resolve disputes. housing-ombudsman.org.uk
New moving in leaflet
This is given to new customers moving into a new build property
explaining damp, mould and condensation prevention measures
Tailoring of services
End of tenancy customer support
An alert is now added to customers accounts where additional
requirements or adjustments are required
Review of support offered to customers when ending a
tenancy. Improved processes now inplemented
Service Charges communication
Fencing explained
We've reviewed the wording on our service charge letters to be
clearer and easier to understand
We have reviewed and made changes to the explanation in the
repair handbook about boundary fencing responsibilities
Improving contactor service
Planned works improvements
We've reviewed our contractor service standard and increased
monitoring to ensure improvements in customer service
We’ve reviewed our communication & customer experience
when planned works are carried out
