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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 Group board's statement (July 2024) by Chris Vallis, board member responsible for complaints.
“Home Group board discussed the annual complaints performance report at its meeting in June 2024. The board were pleased to see that the total number of open complaints had reduced significantly during the 2023/24 financial year. However, the board noted that there had since been an increase in complaints in March and April 2024. The board discussed the reasons for this increase in complaints and noted the work to address this.
The board discussed that the biggest reasons for complaints are damp and mould, roofing and guttering and aftercare and plumbing. The board discussed what was being done to understand and respond to the cause of these complaints.
The board discussed cases that have been referred to the Housing Ombudsman Service and the lessons that have been learnt from these.
The board welcomed the openness and transparency of the report and also welcomed the work that has been done to improve the complaints handling process for customers to date.”