Learning from Complaints

We know how important it is to learn from the complaints that we receive, and to deliver changes to our services as a result of this. This page contains various examples of where we have learned from complaints we have received, broken down into three stages.

  • Listen — We listen to what our residents are complaining about, and spot patterns in regular complaint topics.
  • Learn — We recognise how we can respond effectively and improve our services to prevent future dissatisfaction.
  • Deliver — We make the relevant changes and implement effective solutions.

Repairs and Contractor Performance

Listen

Repairs were the biggest concern, making up over 60% of Stage 1 complaints. You also experienced issues when our new contractor started work.

Learn

Contractor performance needs stronger oversight, and we must work together to prevent problems recurring. 

Deliver

We are committed to implementing effective solutions to improve the service:

  • We've put in place additional contract management to strengthen oversight of the repairs service. 

  • Joint Complaint Case Reviews with contractors are now mandatory to stop issues happening again. 

Communication and Customer Service

Listen

Many of you said communication wasn't clear or timely. Around 1 in 5 complaints were about poor communication, staff behaviour or feeling that nothing was being done.

Learn

We need to make sure every member of staff provides clear, proactive and empathetic communication.

Deliver

We are implementing key initiatives to enhance service quality and responsiveness.

All resident-facing staff and contractors are completing new customer service training focused on empathy and de-escalation. 

Complaint Response Times

Listen

We didn't respond quickly enough - less than three-quarters of complaints were answered within our target times. 

Learn

We need more capacity and a clearer structure to prevent delays and backlogs.

Deliver

We've centralised our complaints service for fairness and consistency. 

  • A dedicated Complaints Manager and new investigators have been appointed.
  • We've recruited a rapid-response surveyor to inspect repair-related complaints quickly and improve communication throughout the process. 

Data and Record Keeping

Listen

The Housing Ombudsman reported issues with the way we handle information and data.

Learn

Accurate, consistent records are essential to providing a reliable service and avoiding repeated mistakes.

Deliver

  • We are fast-tracking a new Data Management Strategy to create one accurate and up-to-date record for each home and resident.
  • Vulnerability data and other key information are being completely reviewed and improved. 

 

Damp, Mould, and Leaks

Listen

Housing Ombudsman decisions showed ongoing problems with how damp, mould and leaks were handled.

Learn

We must take a proactive, prevention-focused approach to keep homes safe and healthy.

Deliver

  • We've launched a new Damp, Mould & Condensation Strategy.
  • We are setting clearer service standards for managing building hazards and preventing issues before they worsen. 

Moving into SEH Properties

Listen

We listened to feedback and complaints from new residents who experienced blown plaster damage when removing wallpaper shortly after moving into their homes. These residents told us that they were unaware this could be an issue and were unsure when or how to report it. 

Learn

From these complaints, we learned that our sign up and welcome process did not clearly explain what to do if issues such as blown plaster are discovered during re decorating. This particularly affected new residents, some of whom felt anxious about reporting the issue early or unsure whether they would be responsible for repairs. 

Deliver

As a result, we have updated our sign up process to be more informative. We now: 

  • Clearly advise residents to contact us immediately if they notice blown plaster when removing wallpaper
  • Explain why early reporting is important and reassure residents that raising concerns promptly helps us resolve issues fairly 

This change helps ensure all residents have the information they need from the start, feel confident raising concerns, and are treated consistently and fairly.