- New Stage 1 complaints: 4,356
- Stage 2 complaints: 936
- 21.2% of complaints escalated from Stage 1 to Stage 2
Please see our annual 2022 to 2023 customer complaints report below, broken down by business.
| Type of complaint | Total |
| Responsive repairs | 1,899 |
| Compliance | 1,455 |
| Housing services | 470 |
| Planned programmes | 375 |
| Leasehold | 322 |
| Estate services | 246 |
| Income | 173 |
| Development | 79 |
| Sales team | 75 |
| Voids | 39 |
| Customer services | 38 |
| Available homes | 33 |
| Safer buildings | 32 |
| Care and support | 32 |
| Keyworker | 28 |
| Customer care | 10 |
| Finance | 2 |
| Neighbourhood investment | 0 |
| Grand total | 5,308 |
Housing Ombudsman Service 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).
Landlord Performance Report 2022 to 2023
A report from the Housing Ombudsman about our performance from April 2022 to March 2023.