- 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).