Our complaints performance report for the 2024/25 year covers key themes, learnings and service improvements and details of mentions in Housing Ombudsman Service (HOS) publications, in compliance with the Housing Ombudsman Compliant Handling Code.
The report addresses the following areas and will be considered by the Resident Forum, Operations Committee and Member Responsible for Complaints before being presented to the Group Board for scrutiny and comment:
- What is NHG’s self-assessment of its complaint handling under the new Housing Ombudsman Complaint Handling Code?
- What is our performance on complaints?
- What are the key themes around complaints?
- What are the service improvements made as a result of learnings from complaints?
- What did the HOS publish about NHG’s performance?
- Were there any other reports or publications produced by the HOS in relation to the work of NHG?
Key findings
- NHG is compliant with the HOS complaint handling code. NHG’s self-assessment against the complaint handling code is attached and is published on the NHG website.
- NHG introduced the new independent complaints service in July 2024 as part of a broader transformation of operations, we have seen an increase in the number of complaints from residents. This is noted through the number of complaints now coming though a dedicated email channel and is recognised as confirmation that the service is more accessible to residents.
- NHG had an increase of over 100% in complaints for 2024 to 2025. However, we also saw a decrease in the number of cases with negative determinations from the Housing Ombudsman. This demonstrates the positive impact of our newly established relationship management approach between the centralised complaints service and the Housing Ombudsman.
- The key themes coming through from complaints are around the speed of response to either resident queries or repairs, the quality of work carried in some instances and the level of communication throughout the journey.
Data shows delays in responding to complaints at both stage 1 and stage 2, due to the increased volumes, but a decrease in the number of negative findings from the Ombudsman for complaint handling.
- The HOS published a Landlord Performance Report of NHG’s performance for the year ending 31 March 2025 in June 2025. The NHG maladministration rate of 67% was in line with the average for landlords of a similar size and type to NHG which was 68%. We also compared favourably with the national maladministration rate of 71%.
Key themes around complaints
A substantial proportion of complaints received have been related to repairs and quality of works, accounting for a high proportion of overall complaints across NHG in 2024 to 2025.
Based on analysis of the complaint data from 2024-2025, clear patterns have emerged that highlight priority areas for service improvement:
Repairs - The predominance of repair-related complaints points to systemic challenges in repair responses. Residents frequently report slow response times for repair issues like plumbing problems and damp/mould concerns.
Communication failures - Communication represents the second largest complaint category. Residents report ignored emails, lack of updates on reported issues, and poor follow-up.
Financial concerns - Complaints about service charge increases without adequate explanation or perceived value represent a significant source of resident frustration.
Health and safety issues - Health-related complaints, particularly regarding damp, mould, and basic sanitation issues, impacting resident wellbeing and enjoyment of their home.
Quality of work - When repairs are completed, the quality is often questioned, leading to repeated complaints about the same issues. This suggests a need for improved contractor management, better quality control measures, and more effective work verification processes.
The impact of staff turnover - Residents mentioned frequent changes in local officers, contributing to inconsistent service.
Responding to Resident Feedback
In response to the clear patterns emerging from our complaint data analysis, and in line with our Better Together aspirations for creating 'better connections' by listening to residents and acting in response, comprehensive enhancements to our complaints structure were implemented in July 2024. These strategic improvements directly address the predominant concerns raised by residents, particularly around repairs, communication failures, and financial matters.
Our centralised approach aims not only to rectify existing shortcomings but also to leverage insights from complaints to drive meaningful service improvements. The data clearly shows that focusing on maintenance response systems, communication protocols, and quality control measures will yield the greatest impact for our residents.
We are fully dedicated to creating a culture of quick, transparent and resident-focused service. Our aim is to improve resident satisfaction and trust in our organisation by being responsive and delivering excellent service consistently, addressing the concerns around repair quality, health and safety issues, and staff turnover that our analysis has highlighted.
