Annual Tenants' Report 25/26

Our teams have 100,000s of interactions with tenants and leaseholders every year and aim to provide high-quality services. We know that sometimes we don’t get things right and view complaints as an essential feedback tool, providing opportunities to learn and improve services.

Building on our progress in 2024-25, focussed work has continued to understand complaint themes, and how the service can learn and improve. Dedicated complaints feedback meetings are regularly held with Service Teams and Managers to review specific areas of focus to improve services.

We also share complaint information and discuss how we are learning from it with our tenant panels. Our regular complaints reports are published on our website. 

Here are some of the changes and improvements that have been made based on the feedback we receive through these channels: 

• A ‘deep dive’ has been conducted into all complaints upheld in the Repairs Service in the previous year. This has identified areas of improvement in communicating and providing customer services
• A bespoke training programme has been developed and is being delivered to all Housing and Property Services staff in spring 2026 as a result of this work, focussing on better communication and understanding the needs and vulnerabilities of our tenants better
• In response to an increased number of complaints about pests, we have worked with our Pest Control colleagues to introduce a better way of working to respond to tenant concerns and reports
• Work is underway to improve the information provided during the sign-up process in response to data demonstrating some areas where clearer information could avoid issues at a later date

The numbers

In 2025-26 we received 406 complaints about Housing and Property Services. Details are in the tables below, with the previous year’s figures alongside for comparison.

98% of all complaints were responded to within target timescales

• 21% of complaints were upheld, compared to 28% the previous year
• 20% of complaints were upheld in part
• 59% were not upheld, which is 3% better than the previous year

Members’ Enquiries, MP and Mayoral Enquiries

In addition to formal complaints, our Customer Relations Team also received the following:

669 Members' Enquiries (Requests from local Councillors on behalf of residents):

456 MP and Mayoral enquiries: