Complaints performance

We value all feedback we receive and rely on this to help keep our services at a satisfactory level. We use complaints as an opportunity to identify the areas in which we need to improve in order to provide the best possible services for our tenants.

When you make a complaint, we aim to respond within 5 working days. If you’re unhappy with this response or the complaint requires further investigation, we will raise your complaint to Stage 2 and aim to reply within 20 working days.

Our annual complaint performance report provides you will information on the complaints we receive, how we are performing against the targets set out by the SPSO and what learning outcomes we have gained from them.