Complaints performance

Improvements and learnings

5 core areas for service improvement were identified through complaint trends and other methods. Here are the key learnings and actions taken.

1. Using video calling to improve repair diagnosis

This year we introduced video calling to improve how we diagnose repairs. Complaints showed that when we are able to see an issue early, we can make better decisions about the right repair, the right person to fix it, and the right materials to use. Using video calls has helped reduce repeat repair visits and delays, particularly for more complex repairs where a description alone is not always enough. Residents have told us they value being able to show us the issue directly, rather than having to figure out how best to explain it.

This learning has reinforced the importance of investing in tools that support clearer communication upfront. It is helping us improve repair outcomes, manage expectations more effectively and reduce the frustration that can arise when repairs take longer than expected.

2. Continually improving complaint handling

Complaints this year highlighted the importance of clear ownership, strong leadership and the right structure in delivering a good complaint experience. In response, we strengthened our complaints function, including appointing a dedicated Head of Complaints and introducing new technology to improve consistency and quality.

We have also started to introduce a new system to monitor the completion of agreed actions after complaints are closed, helping ensure learning leads to lasting change. These improvements have increased resident satisfaction with complaint handling and are supporting a more consistent, learning-led approach to complaints across MTVH.

3. Making building safety clearer for residents

Building safety is a critical area where complaints provide valuable insight into residents’ concerns and expectations. Learning from complaints highlighted the need for clearer, more transparent information about responsibilities, processes and reassurance.

In response, we have improved how we communicate about building safety. This includes publishing clearer information on our website, updating our complaints policy with a dedicated building safety appendix, and strengthening resident engagement through reading groups, building-specific engagement strategies and new building microsites.

Together, these changes are helping residents better understand building safety, know what to expect, and feel more informed and reassured.

4. Improving our response to damp and mould in homes

Awaab’s Law is now in place and sets clear expectations for how quickly landlords like MTVH must respond to serious issues such as damp and mould. It is designed to keep homes safe and ensure residents are told what will happen, and when. Complaints have helped us understand that residents want clearer, and more consistent communication when they report damp or mould in their home.

In response, we have improved how we explain next steps, expected timescales and how we stay in touch while work is investigated or completed. This means residents have a clearer understanding of what to expect and fewer surprises. Clearer communication and better expectation setting are helping residents feel more informed and reassured. We will continue to listen to feedback and use complaints learning to keep improving how we respond under Awaab’s Law.