We are committed to being transparent with customers, colleagues and stakeholders about compliments, complaints and feedback that we receive. Complaints can be an opportunity to learn and change the way we work to benefit all customers.
On this page we provide updates of the numbers of complaints and how they have influenced the service we provide, as well as providing legacy information so you can see changes over time.
Complaint figures April 2023 to March 2024
(December 2023)
Whenever we receive formal complaints we follow the procedure below:
When you make a complaint, we have up to 5 working days to formally acknowledge stage 1 complaints and 10 working days to investigate, review and respond. If within 15 working days of receiving our response you remain dissatisfied, you can contact us and request to the complaint to stage 2 of the process.
From receiving the stage 2 request, we have 3-5 working days to review the reasons for escalation, assign the case to a senior manager and acknowledge the complaint with you. The reviewing manager will have 20 working days to investigate, review and respond to you.
Should you still remain dissatisfied, they can refer their complaint to the Housing Ombudsman Service who will review and progress it in-line with the Complaints Handling Code.
Below you can see the top 5 complaints across the past 6 months:
This archive allows you to easily find our older complaints data split by quarters within a financial year:
| Region | Q1 | Q2 | Q3 | Q4 | YTD |
|---|---|---|---|---|---|
| Central | 93 (8) | 123 (9) | 54 (2) | – | 270 (19) |
| East | 39 (3) | 37 (1) | 19 (1) | – | 95 (5) |
| North | 65 (2) | 71 (9) | 32 (0) | – | 168 (11) |
| South | 113 (6) | 169 (15) | 68 (3) | – | 350 (24) |
| I&W | 12 (0) | 16 (0) | 5 (1) | – | 33 (1) |
| Plumlife | 9 (1) | 13 (1) | 3 (0) | – | 25 (2) |
| Oldham PFI | 0 (0) | 4 (0) | 1 (0) | – | 5 (0) |
| Year to date | 331 (20) | 433 (35) | 182 (7) | – | 946 (62) |
* Figures in brackets are stage 2 complaints
