Complaints and improvements update - September 2026

We know how frustrating it can be when things go wrong. For that reason, every three months we take a close look at all the complaints we’ve received from our customers, and use that feedback to make improvements to the way we do things. 

The themes we picked up on over the last few weeks are:

Repairs

You told us that repairs weren't always being completed within the timescales we'd promised. You also told us that communication between our Customer Experience Team and the team that books repair appointments could be better.

To help us complete repairs more quickly, we now have a full team of 40 operatives covering all trades. This is already making a difference, with the number of overdue repairs reducing from around 800 to 120 over the last six months.

We've also changed the way our teams work together. Our planners now work more closely with operatives to improve communication, coordinate repairs more effectively, and help keep appointments on track. This should give you a smoother and more reliable repairs service.

We're also investing in improvements to our systems to make planning more efficient and improve communication throughout the repairs process, so you can stay better informed about what's happening with your repair.

We’re in the process of rewriting our service standards to make it clear what you can expect from us and who is responsible for different parts of our service. They’re currently being reviewed by our customer panels and will be published soon. We’ll let you know when they’re published.

Defects in new-build homes

We've been working hard to improve how we manage defects in new homes. This includes providing additional support and training guides for colleagues, working closely with contractors to make sure they understand and meet their responsibilities, and strengthening oversight through our dedicated Aftercare Officer.

We've also updated our Home User Guides to make it clearer when and how to report defects, helping make sure issues are dealt with by the right people at the right time. We've added more information to our website too, making it easier for customers to find the help and advice they need.

Making moving out simpler

We recently reviewed feedback from customers who told us that the process of ending a tenancy wasn't always clear, particularly when it came to responsibilities, rent payments and potential recharges.

In response, we've updated the information we provide to customers who are moving out. The new guidance clearly explains what needs to be done before leaving a property, how and when to return keys, what charges remain payable during the notice period, and how to leave a home in the right condition.

We've also included more information about recharges and what customers can do to avoid unexpected costs. Our aim is to make the moving-out process simpler, clearer and less stressful, while helping customers understand exactly what to expect.

Your feedback is important

Thank you to everyone who has taken the time to share feedback or make a complaint. 

While we never want customers to have a poor experience, your comments help us identify where improvements are needed. We're committed to listening, learning and making positive changes, and we'll continue to keep you updated on the improvements we're making as a result of what you've told us.