Learning from complaints - our commitment to customers

Listening to our customers and learning from complaints is key to improving our services. If something goes wrong, we take responsibility, think about why it happened, and make changes so that it’s less likely to happen again. 

The Housing Ombudsman investigates complaints that have been through our own process, but where customers feel their problem hasn’t been resolved. They send us a report of their findings and any recommendations. 

We’ve learned a lot from the Housing Ombudsman’s investigations, as well as our own learning reports from 2025 and 2026.  

These learning reports give more details about what went wrong, what we learned, and what we’ve changed. They cover a range of complaint issues including: 

• repairs and maintenance 
• anti-social behaviour (ASB) 
• complaint handling 
• staff conduct. 

We understand that these issues can have a big effect on our customers’ lives. This is why we’re committed to being open, taking responsibility, and using all feedback to make our services better for everyone. 

You can find more detailed learning reports on our website.