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- Complaints in numbers
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 2026) by Miriam Landy, board member responsible for complaints.
"The Board has noted a continued reduction in the number of complaints received, alongside improvements in the speed with which complaints are being resolved. While some challenges remain - particularly in relation to repairs, customer communication and record keeping - positive progress is being made across these areas.
The Board also noted the successful introduction of the new Salesforce system, which is already proving beneficial in improving processes and supporting better service delivery for customers.
In addition, the newly formed Customer Committee further strengthens Home Group’s ability to hear and reflect the customer voice at all levels of the organisation.
The Board welcomes the increased focus on recognising and supporting vulnerable customers, and will continue to monitor progress closely to ensure services continue to improve for all customers."
Working with our customers
Read our latest blog to find out how our customers are shaping our complaints processes.