Complaints give us an opportunity to understand how you feel about our services so we can put things right. While we have seen a significant reduction in volume compared to the previous year, repairs remains our number one complaint type.

Priorities for improvement

Operational – complaints are sometimes closed prior to being fully resolved leading customers to feel they have not been listened to or treated with sufficient respect.

Complaint handling – We’ve upgraded our systems and enhanced colleague training to help us resolve complaints more effectively and deliver better outcomes. We’re also exploring new ways to keep you updated in real time, such as by text or email.

Customer feedback – Your feedback has been and will continue to be invaluable to us. We will continue to engage with you through interviews and surveys to gain further insight on how to further improve.