Faster resolutions, better service!
We’ve been working hard to improve the way we handle complaints. The numbers show real progress:
✅ Stage 1 responses on time – up from 77% to 94%
✅ Stage 2 responses on time – improved from 55% to 93%
✅ Stage 1 acknowledgments on time – increased from 89% to 96%
We know it’s not just about solving problems, but how we do it that matters. So, in October last year, we introduced smarter ways of working, resolving more service requests and straightforward complaints a lot quicker. And it’s making a real difference!
On average, 102 more queries every month are now sorted as service requests, meaning faster responses and happier residents. Instead of waiting for an issue to go through a lengthy process, you’re getting the help you need straight away and the feedback speaks for itself.
What residents are saying...
We’ve had some great feedback about this approach. Here’s what a couple of residents had to say:
"I really appreciated the support with my complaint. I felt listened to and respected, and the issue was sorted so quickly. It was so refreshing to get a phone call rather than just an email—it made all the difference!"
"You were great! You got straight to the right person to sort out the garden issues, and the work was done quickly. You treated me like a person and really understood that my surroundings and safety matter to me. That made such a difference."
We’re always looking for ways to improve, and we’ll keep making changes to ensure we put things right as soon as we can.
Making a complaint
We’re committed to providing our residents with a great service. Your feedback is valuable to us as it helps us to continually improve our services.
We encourage you to get in touch if you have any feedback or compliments, or if you wish to discuss anything you’re unhappy about.
Compliments & complaints Our complaints process