Complaints and compliments updates
In our latest Complaints Performance and Service Improvement Report, we shared our promise to be open and transparent about our complaints performance and are committed to providing regular updates.
Complaints and compliments guideQuarter one 2025
All complaints received into our complaints process this quarter:
Stage 1 Complaints Received (including leaseholders and shared owners): 237
Stage 2 Complaints Received (including leaseholders and shared owners): 22
Stage 1 complaints responded to in time99%
(within Ombudsman timescales)
Stage 2 complaints responded to in time92.9%
(within Ombudsman timescales)
The Housing Ombudsman share their decisions on our cases which they have reviewed. They anonymise the resident information and publish these three months after the final decision date. We are open to sharing our determinations received in this section once the ombudsman have approved and published the reports.
No determinations to share for quarter one.
Compliments raised regarding our services – 645
What our tenants have said about our Service:
“Can’t thank you enough for all your help. We are so grateful for everything you’ve done for our family.”
– Mrs S from Gateshead
What our tenants have said about our People:
“How happy I was with the engineer, he cleaned up after himself, he was very polite even my dog liked him!”
– Mrs B from Newbiggin By The Sea
What our tenants have said about our Quality of Work:
“Pass on many thanks to whoever cut the grass… It was looking like an eyesore and now it looks fantastic.”
– Mrs F from Ashington