Complaints and improvements update - May 2026
Your feedback is improving our services
We know that when you contact us to raise a concern or complaint, it’s often because something hasn’t gone as it should. We also know how frustrating that can feel.
That’s why we take your feedback seriously. We regularly review complaints and feedback to understand what’s not working, what matters most to you, and where we need to improve.
We regularly look at the themes coming up through your feedback, and how we can make things better. Here’s what you’ve told us – and what we’re doing about it.
What you’ve told us:
You’d like communication to be clearer and more consistent
When you’re experiencing an issue, it can feel worse if you don’t know what’s happening, feel like you have to chase for updates, or receive different answers from different teams.
What we’ve learned and how we’re improving:
- You need timely updates
- Changes to processes or services must be clearly explained
- You want to know who is responsible and what will happen next: We’re making ownership clearer across teams.
We’re making a number of improvements to give you a better experience. This includes responding more quickly and making sure call backs happen when promised, using clearer and more straightforward language in our letters and communications, and improving how we share updates and follow things up. We’re also strengthening how information is recorded and shared between teams, making sure out of office messages and cover arrangements are always in place, and setting clearer timescales so you know what to expect.
You expect a reliable repairs and contractor service
Some customers report that long running repairs, repeat issues, and unclear communication about works are a concern.
What we’ve learned and how we’re improving:
- Repeat issues need long term not short-term fixes
- You need clear information about what work is needed and when
- Better coordination is essential
- Even when contractors are involved, you expect NCHA to take responsibility.
We’re taking a more joined up approach to repairs by focusing on fixing the underlying cause of problems, not just carrying out short term repairs. We’re improving how we communicate with customers about repairs and any follow on work and increasing management of contractors so we hold them to clearer standards and expectations.
The impact of antisocial behaviour is significant
Customers told us about the serious impact antisocial behaviour (ASB) can have on their wellbeing, including stress, anxiety and being unable to enjoy their home.
What we’ve learned and how we’re improving:
- Antisocial behaviour can have a lasting impact
- You need regular updates and reassurance
- Every situation is different
- Issues need to be followed through properly.
We’re improving how we manage ASB cases by strengthening how we identify risk and vulnerability, communicating more clearly with customers throughout a case, and making sure actions, visits and referrals are carried out consistently and appropriately. We’re also improving how we monitor cases and follow them up, so nothing is missed and customers receive the right support at the right time.
Financial information needs to be clearer and easier to understand
Customers raised concerns about rent, service charges and other costs, particularly where information felt unclear or unexpected.
What we’ve learned and how we’re improving:
- Financial information must be clear and easy to understand:
- You want clearer explanations, especially when costs increase:
- Poor communication about money can cause stress and anxiety
- Accuracy is essential.
We’re improving how charges are explained by providing clearer and more detailed breakdowns of costs. We’re also sharing financial information more clearly and at the right time, and strengthening our checks to make sure charges are accurate and appropriate before they’re applied.
Our commitment
Every complaint and piece of feedback helps us improve. We look beyond individual issues to identify patterns, share learning across teams, and make changes that improve how we work and the service you receive.
We know that when things go wrong, it can impact your day to day life. By listening, learning and acting on your feedback, we are working to make our services clearer, more reliable and more supportive.
Thank you to everyone who has shared feedback with us.
