Complaints results 2021 – 2022

• New Stage 1 complaints: 4,094
• Stage 2 complaints: 941
• 18.6% of complaints escalated from Stage One to Stage Two

Please see our annual 2021-22 customer complaints report below, broken down by business.

HOS Determination analysis

Some of the complaints that we have not managed to resolve go to the Housing Ombudsman Service. It is a free, independent, and impartial service that looks at customer complaints. We are working closely with the Ombudsman to resolve complaints earlier, and we’re learning from their decisions (the results of their investigations).

In the last year, we’ve worked with the Ombudsman on 94 complaints. Their decisions were:

• No Maladministration: 12
• Maladministration: 12
• Service Failure: 30
• Severe Maladministration: 2
• Early Resolution offering adequate Redress: 29
• No Jurisdiction: 9