Over the past six months, customer feedback has continued to help us improve our service to you. Compliments received have shone a light on the dedication and compassion shown by our teams.
Between July and December 2025, we received a total of 156 compliments — 113 for repairs issues and 43 relating to non‑repairs issues. Every message of thanks helps us understand the impact our staff have on the people they support, and we’re proud to share some of the themes that have emerged.
Many tenants praised the kindness and empathy shown by staff during difficult moments. One customer shared, “Thank you from the bottom of my heart for your unwavering support, compassion and kindness — you truly brought light and hope when I felt alone and lost.” Another described the difference a single officer made, saying, “She was my saviour when I was so desperate for help and I didn’t know where to turn. Without her I would have been lost.”
Others highlighted the patience and reassurance they received during challenging times, with one tenant writing, “Thank you again for your patience and kindness in helping me through what has been a very difficult time. I truly appreciate the support you’ve given me.”
These comments reflect the commitment our teams show every day — not only resolving issues, but offering understanding, stability and care when people need it most.
We take all of your feedback seriously, as it helps us to continue to improve our service. To maintain an open and honest approach to you as tenants, we have included an update on complaints received in this same period.
For July to December 2025, we received:
- 253 Non repair related complaints
- 480 Repair related complaints
Each of these was carefully considered and fully responded to, and we learned lessons from them wherever possible.
We’re always grateful to everyone who took the time to share their feedback, and we’ll continue using your comments to shape and strengthen the services we provide.