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Your feedback is helping us improve our services
We’ve published our Annual Complaints Report, which explains what we’ve learned from complaints and the changes we’re making as a result.
During 2025/26, we received 168 Stage 1 complaints and 46 Stage 2 complaints. This was an increase on the previous year.
The feedback we received showed that the biggest issues for tenants were communication, delays in services, anti-social behaviour, damp and mould, and the overall quality of some services.
We’re listening and taking action.
Some of the improvements we’ve made include:
- Increasing the number of Neighbourhood Managers to increase our presence in our communities and give tenants a single point of contact.
- Creating a dedicated safer neighbourhoods team to help us improve how we tackle anti-social behaviour.
- Improving how we manage damp and mould cases and including follow-up checks after work is completed to make sure the issue is fully resolved.
- Investing £3.4 million to make homes warmer and more energy efficient to reduce the risk of damp and mould in tenants’ homes.
- Improving communication so tenants receive better updates and information on the work we’re doing in and around their homes.
We’re also continuing to learn from every complaint we receive and use that feedback to improve other services.
Thank you to everyone who took the time to share their experiences with us. Your feedback helps us understand what’s important and make changes that improve services for all tenants.
