Responding to complaints

Housing 21 is committed to ensuring resident’s voices are heard, whether this be through resident meetings, the national Residents’ and Care survey, but also regarding the handling of complaints.

In order to capture feedback from residents who have made a formal complaint to Housing 21, the Research Team runs a monthly online and telephone survey for residents (or their advocates) with closed formal complaints who wish to share their experience of our complaints handling process, and help us understand any areas for improvement.

The results of this monthly survey are shared via a quarterly summary report (every three months), which highlights satisfaction with areas such as the overall process, communication, taking complaints seriously, and taking into account any vulnerabilities residents may have. The results are shared with our residents’ Complaints Panel, as well as various stakeholders within the business leadership team.

Download the Q1 Quarterly Complaints Report April to June

Download the Q2 Quarterly Complaints Report July to September 2024

Download the Q3 Quarterly Complaints Report October to December