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Complaints in numbers
We don’t always get it right. When this happens, we encourage customers to complain so we can sort things out and learn from mistakes we have made.
Our annual complaints performance reports make sure we are transparent and accountable around complaints.
This is the Home board's statement (September 2025) by Chris Vallis, board member responsible for complaints.
“Home Group Board discussed the annual complaints performance report at its meeting in July 2025. The Board were pleased to see that there had been a reduction in both the number of open complaints and the number of new complaints received during 2024/25. However, the Board noted that there had been an increase in the time taken to respond to complaints, largely due to legacy and complex cases.
The Board were pleased to note that there had been a significant reduction in maladministration orders issued by the Housing Ombudsman Service, which reflects the work that has been done to improve complaint handling.
The Board noted that there was a regional approach to resolving complaints, with colleagues from across departments working together to ensure resources are in place to resolve complaints and to drive learning to prevent repeat issues for customers.”