Annual Complaints and Service Improvement Report 2025/26
14 August 2026
We have published our latest Annual Complaints and Service Improvement Report, sharing what we've learned from customer feedback over the past year and the actions we're taking to improve our services.
The report highlights the main reasons customers contacted us, including the quality of repair work, communication and service delays. It also explains the steps we have taken to address these concerns, such as improving first-time repair success rates, reducing rescheduled appointments, enhancing complaint handling and reviewing our empty homes standards.
We're committed to getting things right and learning when we don't. This year, 93% of Stage One complaints and 91% of Stage Two complaints were handled in line with the Housing Ombudsman's Complaint Handling Code, and we continue to work closely with customers to improve the experience of raising and resolving concerns.
Thank you to everyone who has taken the time to share feedback with us. Your views help shape the improvements we make and ensure we continue to deliver services that meet the customers needs.
You can read the full report by visiting about-us/annual-complaint-and-service-improvement-report/257/
