Complaints Survey

We asked customers to tell us what matters most after work has been agreed following a complaint, what information they expect, how often they would like updates and what should happen once the work is completed.

The feedback we received is helping us helping us identify where the complaints process and follow-up actions could be improved.

Your voice

You told us that:

You’d like to know when work will start and what will happen next.
You want regular updates, so you don’t have to chase us for information.
You’d like a named point of contact and clear information about who is responsible for the work.
You want reassurance that the work has been completed to a good standard and that the original issue has been resolved.

Your impact

What we’ve done

We’ve listened to your feedback about your experience between when your complaint is resolved and completing work that has been agreed.

Your feedback has helped us understand the importance of clear timescales, proactive communication, ownership and quality checks.

What we’re doing

We’re using your feedback to focus on clearer communication and greater certainty when work is agreed.

This includes considering how we can provide clearer information about what will happen, who is responsible and when customers can expect to hear from us.

What’s next

Following your feedback, we’ve worked with our Property Services team to develop a new process for managing commitments arising from complaints. The new process will go live on 5 October 2026.

Once the new process is in place, we’ll continue to monitor customer feedback to understand the difference it is making.

Thanks to everyone who took the time to provide feedback for this.