Complaint Learning and Service Improvements

Our aim is to encourage a positive complaint handling culture, to ensure we actively utilise complaint learning and implement service improvements. We want to be accountable and transparent to our residents.

Each time a formal complaint is received and investigated, as part of the response, we proactively look to identify learning and service improvements to prevent similar complaints happening again. Here are some real examples of service improvements identified in 2024-2025 as a direct result of complaints.

Issue

Residents repeatedly complained that after mutual exchanges they were finding significant numbers of repairs they were not aware of.

Improvement

Neighbourhood officers and surveyors now conduct joint property checks before mutual exchanges.

Issue

A resident complained we took too long to repair a communal door in a block.

Improvement

Spare part kits for block communal doors have been updated so repairs can be done quicker instead of waiting for parts.

Issue

Residents complained work agreed with surveyors during visits was not fully reflected when work was done.

Improvement

Triplicate books were introduced so the surveyor can record what work is discussed. The resident is also asked to sign if they agree, all parties now have a written record.

Issue

A leaseholder complained they were not told about the planned work and associated costs when they bought their home.

Improvement

Our process was updated to make sure up-to-date sinking fund information, planned works and costs associated are shared when they bought their home.

Issue

Residents complained we don’t always keep them informed after we have to move them out of their home temporarily to do major repair work.

Improvement

We introduced a checklist to be filled in weekly to make sure the right colleagues keep residents updated and supported while they're living away from their home.

Issue

Residents complained about how waste was being managed and contaminated at multi-storey blocks.

Improvement

Locks were put on recycling bins, communication was shared with all residents about how to recycle.

For further information regarding learning from complaints and service improvements, please see our Annual Complaints Report.