The volume of complaints continues to increase year on year, however the numbers represent a small percentage of our contact points with residents (around 1%). This year’s increase of 15% when comparing to the previous year of 533 in 2023/24 to 614 is slowing compared to previous years. Each time we receive a complaint it is passed to the service manager to be investigated. We always welcome your feedback as it allows us to put things right when we don’t quite meet your expectations or you experience a failure in our service. Complaint information and learnings are shared across the company to ensure we are continuously improving.