Annual Complaints Performance and Service Improvement Report 2024-25

• 1.1      Estuary Housing Association is committed to providing excellent services to our customers. Our purpose is to offer housing that our customers are proud to call home, while actively promoting our core values of Respect, One Estuary, Accountable and Responsible through the services we provide. 
  
  We recognise that sometimes things can go wrong and customers may feel dissatisfied with the service they receive from us. When this happens, our aim is to take the time to listen carefully and understand our customers’ experiences. 
  Their feedback is vital in helping us to drive continuous improvement through a culture of learning. During the past 12 months, we have been actively trying to identify patterns and root causes of complaints, using this insight to inform changes across our services. 
  
  Listening to our customers and understanding their experiences has remained central to our commitment to delivering high quality services. 
  
  
• 1.2      In line with the Housing Ombudsman Code, this report sets out; 

1. The annual self-assessment against this Code to ensure our complaint handling policy remains in line with its requirements.
2. A qualitative and quantitative analysis of our complaint handling performance - this must also include a summary of the types of complaints we have refused to accept.
3. Any findings of non-compliance with this Code by the Ombudsman.
4. The service improvements made as a result of learning from complaints.
5. Any annual report about our performance from the Ombudsman.
6. Any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.

• 2.1    We review our performance against the Housing Ombudsman Complaint Handling Code annually and are fully compliant with the code. You can locate the code and evidence of our compliance at our Housing Ombudsman self assessment section of the website. 

The Stage 1 and 2 complaints we received between 1st April 2024 and March 2025 are presented in the table below. Estuary Housing Association’s definition of a complaint aligns with the Housing Ombudsman Complaint Handling Code. As a high-volume contact area, the responsive repairs area received the highest number of complaints across the business. Please note that the figures in brackets represent the volume in comparison received during 2023/24.

Complaint Volumes

Directorate	Service Area	Stage 1	Stage 2
Built Environment	Aids and Adaptations	(0)	0 (0)
Development	5 (12)	4 (7)
Gas	65 (45)	12 (7)
Health and Safety (including fire safety)	12 (9)	2 (2)
Mechanical and Electrical	70 (61)	19 (21)
Planned	10 (11)	2 (3)
Responsive Repairs	428 (364)	128 (92)
Sales and Marketing	9 (1)	2 (0)
Voids (Empty Properties	4 (3)	1 (0)
Customer and Housing Services	Allocations	8 (8)	3 (2)
Customer Engagement	0 (2)	0 (0)
Customer Services	8 (2)	2 (0)
Estate Services (GEMS)	26 (13)	1 (0)
Income	22 (10)	5 (1)
Tenancies	30 (39)	10 (6)
Finance	Service Charge (property management) — New area 2024	3 (0)	1 (0)
Governance	Data Handling	2 (0)	0 (0)
Care and Support	Community Support	3 (2)	1 (0)
Total 2024/25		708	193
Total 2023/24		582	141
Total 2022/23		633	129

 

We are pleased to share that we have logged 99% of complaints within the 5 working day timescale (2022/23: 87%, 2023/24: 99%). 

• 3.6    During the past year, we have made significant improvements in our complaint response times. Regular training, improved internal monitoring, and clearer accountability have all contributed to a more consistent and timely approach to complaint handling. 

Complaint Response Times

	2024/25	2023/24	2022/23
Stage 1	95%	84%	100%
Stage 1 Extension	94%	68%
Stage 2	98%	81%	76%
Stage 2 Extension	100%	76%

Complaint outcomes are categorised as upheld, partially upheld, or not upheld. Here are the outcomes for complaints received during 2024/25 (in comparison to the previous two financial years). 

Complaint Outcomes

	2024/25	2023/24	2022/23
Upheld	64%	54%	61%
Partially upheld	19%	22%	9%
Not upheld	17%	24%	30%

Stage 1 Complaints

Trends/Themes (Stage 1 Complaints)	Volume
Time taken to carry out repair/outstanding works	290
Multiple failures	77
Appointment issues	63
Handling of case	58
Communication	51
Professionalism/conduct	39
Quality of works	32
Communal repairs	18
Heating/hot water	15
Cleaning	15
Lack of action	13
Gardening	11
Damp and mould	9
Service charge	5
Allocations	3
Items damaged	3
Incorrect guidance/information	2
Wrong tradesman	1
Defect	1
Condition of facilities	1
GDPR	1

• 3.11    We have seen an increase in complaints relating to time taken to complete repairs and outstanding works. We continue with our recovery service plan in partnership with Axis, our responsive repairs strategic partnering contractor, to overcome the key reoccurring areas highlighted above. 

• 3.12    We closely monitor complaint related actions to ensure they are followed through.
  Axis have also introduced a new complaints system that allows follow-on actions to be similarly logged and tracked through to completion. This system is shared with key staff at Estuary which has enhanced communication and collaboration between the two organisations.
  Weekly visits to Axis head office helps us review and progress  follow up actions from complaints and learning.
  The appointment scheduling team  has strengthened their processes, structure and staff training. As a result, complaints in this area declined in the final months of the reporting year, showing successful impact. 

• 3.13 
  • Complaints about appointment issues fell by 34% in 2024/25 in comparison to the previous year.
  • Our main responsive repairs’ contractor Axis, increased staff to manage appointments and also introduced geographical mapping to improve scheduling.
  • To improve communication, we launched a repairs chat bot during 2024/25.  
  • The progress of the Axis service recovery plan during 2024/25  led to new team structures and responsibilities across the contract. The streamlined processes provide a clear escalation route.

The highest number of cases related to the handling of Anti-Social Behaviour (ASB) cases, with 41% of cases being upheld/partially upheld.  The Housing Ombudsman notes that ASB is the second highest drive of traffic to the service and noted it can be a complex and sensitive topic to handle.

To improve perceptions and raise awareness of our ASB support, we’ve taken several steps:

• Delivered dedicated ASB training to Housing staff
• Launched a targeted ASB communications campaign aimed at increasing awareness among customers about the support available and how we manage ASB issues.
• Focused on ASB during our July 2024 Customer Voice roadshows.  
• Published an Anti-social Behaviour Standard on our website to clarify our approach and help manage customer expectations.

3.15   Communication has been a reoccurring theme across all departments. We have already implemented several changes to help improve this area:

• Developed key Service Standards to help manage expectation for customers and staff. Service Standards - https://estuary.co.uk/service-standards
• Implemented a new repairs policy to provide customer information and outline standards of service for repairs.
• Provided complaints training to all new staff. 
• Strengthened complaints processes to ensure quality responses are issued to our customers and that complaint follow on actions are monitored effectively.
• Progressed the work of our dedicated complaints handling subgroup to scrutinise the work we do around complaints.
• Launched a repairs chat bot to improve communication with our customers regarding repairs/appointments.
• Dedicated resident meetings for sites where there are ongoing/topical issues occurring.
• Implemented a staff knowledge bank to help respond to issues in a consistent way, encouraging right first time contact with customers.
• Continued customer roadshows to provide face to face engagement opportunities. 

3.16    During the reporting year, we did not refuse to accept any complaints received. 

• 5.1    Following determinations received from the Housing Ombudsman service, as well as complaints received at Stage 1 and 2, we have made several changes to improve our services. We have worked to improve our handling of complaints and improve service delivery.  We have reviewed complaints data and feedback to highlight key trends and themes to implement service improvements across the business. This helps to ensure that complaints are not only addressed, but used as a tool to help improve the quality, consistency and handling of our services.

You Said, We Did

You Said	We Did
Handling of repair appointments	There has been an increase in staff resources within our main repairs partners dedicated to the management of appointments.  There has also been a revised approach to the handling of repair appointments, which includes any appointments which potentially need to be rebooked, require sign off by an Operations Manager prior to moving.
Throughout the winter months, we saw an increase in complaint cases on damp and mould.	We have begun actively visiting properties with previous damp and mould issues to inspect and engage with customers. Further developed our dedicated ventilation and damp and mould page on our website: https://estuary.co.uk/ventilation-systems We invested in new ventilation systems which operate continuously in bathrooms, kitchens and utility rooms forming a natural air flow and ventilation within the home.
It was acknowledged that we did not have any information on timeframes for our major works within our repairs policy.	Timeframes for major works are now included in our new repairs policy. https://estuary.co.uk/repairs
Improvements were required in our repairs’ complaint handling	We wanted to make improvements in the way our responsive repair complaints are handled and there is anow a dedicated complaints team at our main repairs partner who work closely with Estuary to help manage and handle complaints and complaint follow on actions.
We received complaints regarding the occurrences of communal gardening	We published a new estate service standard which is accessible on our website: https://estuary.co.uk/estate-services-standard
We received complaints regarding the occurrences of communal cleaning	We now have information on when a service is provided displayed on site noticeboards.
We received complaints regarding the handling of service charge cases and noted there was a gap in our staff resource for this area	A recruitment campaign was held and a dedicated staff resource to handle these cases was introduced.
We wanted to increase the number of channels to be able to report and manage repairs/appointments	A new repairs chat bot was introduced to improve communication and handling of appointments with our customers. A dedicated email was introduced for customers to report non-urgent repairs.
We recognised that we needed to improve our handling of decants	Our decant protocol was strengthened to provide a smooth and transparent service to customers.

• 5.2   We introduced a learning tracker to support a structured and transparent approach to learning from complaints. This approach allows us to record, monitor and track key areas of learning from complaints. This tracker provides clear oversight of progress and holds department leads accountable for progress.  
• 5.3    We updated our customer profiling information to enable us to provide a tailored service based on need. We use this insight effectively going forward to improve customer satisfaction levels. 
• 5.4    Our Resident Lessons Learnt Project Group continued throughout 2024/25 and included discussions around ASB, planned maintenance works and communication. 
• 5.5    Our Resident Voice and Influence Panel (RVIP) group also carried out a scrutiny bootcamp to deep dive into how we manage complaints. Feedback from the session was very positive, specifically recognising the progress we have made in our complaint handling. The bootcamp also provided several recommendations, which we will be taking forward to further scrutinise and strengthen our approach. A key area of focus will be improving how we share information and learning from complaints.

• 7.1    We received 13 completed investigation responses from the Housing Ombudsman during 2024/25. (2023/24: we received 11) There was also one additional case investigated by the service which was then closed by the Housing Ombudsman as they determined it was outside of their jurisdiction. Below is the breakdown of findings from these cases: (please note number of cases received in 2023/24 in brackets)
  • Service failure = 7 (7)
  • Maladministration = 13 (11)
  • Severe Maladministration = 1 (1)
  • Reasonable Redress = 2 (0)
  • No maladministration – 0 (5)

• 7.2    With the launch of our compensation policy, we have seen a reduction in compensation awarded by the Housing Ombudsman Service £8,042 (in addition to the compensation awarded by Estuary) (2023/24: £9,521 was awarded). 
  This suggests that staff are using the guidance set out in the policy when making compensations decisions, resulting in a consistent approach. It also indicates that our approach to compensation is aligned with the guidance provided by the Housing Ombudsman service. 
  
  
• 7.3    We received 1 severe maladministration case relating to damp and mould works carried out in 2023 and since this case, there have been changes made and plans for future improvements in this area:
  
  • Development of a damp and mould policy with our Resident Voice and Influence Panel (RVIP)
  • Our contractors and staff have been instructed to report damp and mould issues when attend property visits. 
  • We have implemented separate governance reporting to monitor progress of damp and mould cases. This enables us to keep track of the effectiveness of our interventions and make any necessary adjustments to our strategies. 
  • Development of our website page dedicated to ventilation/damp and mould - https://estuary.co.uk/ventilation-systems
  • The introduction of a dedicated ‘task team’ within our main repairs partner to focus on the handling of damp and mould cases. 
  • Planned communication campaign for 2025/26 with our customers to provide further information, communication and support on this topic. 
• 7.4    Maladministration outcomes related to:
  
  • Handling of repairs
  • Complaint handling
  • Handling of damp and mould
  • Handling of leaks
    
    
• 7.5     Service failure outcomes related to:
  • Complaint handling
  • Handling of repairs
  • Handling of engagement with vulnerable resident
  • Handling of leaks
    
    
• 7.6    Reasonable Redress outcomes related to:
  • Handling of repairs
  • Handling of staff conduct

During 2025, the Housing Ombudsman undertook a review of our Complaints and Customer Feedback Policy. Following this review, we have adopted the Housing Ombudsman’s recommendations and updated our policy to ensure it meets best practice standards.

Customer satisfaction is vital to everyone at Estuary Housing Association and our Customer Services Committee and Board are constantly reviewing our services and customers are asked for their feedback to help us improve. Our Resident Scrutiny Panel also review services and provide further challenge to getting things right.
We want to get things right first time, but sometimes the service we provide falls short and below the standard our customers expect, and we encourage customers to tell us if this happens.

Since our first report last year we have worked to improve our handling of complaints and learning lessons as we go. We have been committed to improve service delivery, but we are still finding that the majority of our complaints are around how we deal with repairs and maintenance. 

We have been driving a service improvement plan with our maintenance contractor Axis and have seen a number of improvements but, we are not complacent. We know we have more work to do and plan to continue to work with customers to develop our programme of service improvements through the coming year.

We have a centralised team that manages complaints. Improving the quality and timeliness of our responses and ensuring learning from complaints is at the heart of our organisational culture.

Our Resident Scrutiny Panel have during this year commenced a full review of how we handle complaints and how we are learning from these and their findings will be used along with our customers direct feedback to continue to drive improvements. We will continue to review the lessons learned and the impact these have had for the future.
We review our complaints policy and process annually and ensure that we meet the requirements as set out in the Housing Ombudsman Scheme and accompanying Code which became statutory on 1 April 2024.

Our annual self–assessment of our complaints service against the Housing Ombudsman code has been published on our website and we are compliant in all areas.

We receive and scrutinise Housing Ombudsman determinations and agree that these are reflective of the complaints and the services provided historically prior to the work that has been carried out in the past year.
In the coming year we will be continuing to scrutinise and seek assurance on how in particular our day to day maintenance service is improving. We will be developing our understanding as a Board of the differences in complaints from different groups of residents and different geographical areas. Understanding who may complain and what support they may need. We will also review more on our performance against other similar landlords.

We acknowledge that we still have work to do to ensure our customers are provided with the service they as individuals require as well as ensuring that we are listening to all our customers and actioning their feedback and views on the services provided. This is the main theme for the coming years work for the organisation.