Customer Annual Report 2024/25
Effective handling of complaints
We always aim to provide a great service to our customers.
However, sometimes things go wrong. When this happens, we want to make things right as quickly as we can.
Key metrics
Satisfied with our approach to complaints handling
0%
Tenants/specialist housing customers (LCRA)
0%
Shared Ownership customers (LCHO)
Customer complaints and how we learn from them
5,441
Total complaints in the year
1,103
Stage two complaints
4,338
Stage one complaints
The Housing Ombudsman reviewed 56 cases during the financial year and they made 129 determinations against these.
0%
Severe maladministration (9)
0%
Maladministration (62)
0%
Mediation (3)
0%
Service failure (30)
0%
Maladministration rate
0%
No maladministration (6)
0%
Outside jurisdiction (4)
0%
Redress (14)
0%
Withdrawn (0)
We review each complaint to see how we can ensure they don’t happen again. As a result of complaints received in the last year, we’ve implemented training, reviewed communications, added functionality to systems and updated policies.
We publish “lessons learned” on our website, where customers can see what the original issue was and the solution brought in to ensure it doesn’t happen again.