Lessons learned

We review all complaints to make sure they're being dealt with effectively and consistently. 

Most importantly, we use complaints to identify areas of our service where we need to make changes, so that the service you receive continues to improve. 

Here’s what’s been happening recently: 

August to September 2025

Improving Our Services and Contractor Performance 

  • Our grounds maintenance contractor has introduced a flexible team to cover absences and address issues quickly. They’ll also hold regular planning reviews to ensure any missed work is completed promptly. 
  • We’re working closely with all contractors to strengthen oversight and quality. They are enhancing case ownership and workmanship standards, while their workload in the West region has been reduced to help speed up repairs. 

Better Communication and Customer Care 

  • We’ve trained our repairs contractor to clearly explain repair steps and timescales, and to notify customers about all appointment changes, including for external works. 
  • Planned works contractors will keep customers informed throughout the repair process, and responsibilities have been clarified to ensure the right team is sent. 
  • Our planned works contractor will improve their subcontractor supervision, particularly when asbestos is identified, to ensure customer safety. 

Strengthening Internal Processes 

  • We’re reinforcing how we capture customer vulnerabilities during moves. 
  • Our Complaints Manager now reviews all excluded complaints monthly to ensure fairness and accuracy. 
  • The Responsive Repairs Policy has been refreshed with the Contact Centre to ensure consistent service and clear understanding of responsibilities. 
  • We’ve also improved data-handling plans for when contractors leave and reminded our surveyors to promptly raise any follow-on works within 48 hours.