Learning from complaints

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We don't always get thing right. If a customer receives a service from us that they're not happy with they can make a complaint to us.

We have a complaints process in place to make sure our customers are treated fairly and get the support they need. We use information and data collected from complaints to improve our services.

Sometimes there are ‘Spotlight’ reviews led by the Housing Ombudsman Service to identify key issues in the sector. By collecting information from landlords and tenants the Ombudsman is able to highlight key areas and recommendations.

If landlords have seen a number of complaints referred to the Ombudsman they can choose to undertake a more systemic review. Previously, these have included damp and mould learning which we have used to improve our services.

You can see our latest Learning from Complaints report here.