Consistently Delivering Excellent Customer Experience and Digital Services

In 2025/26, we continued to listen to your feedback, put things right when things went wrong, and improve the services we provide. We received fewer complaints than in the previous year and responded to almost all complaints within our target timescales. Most Stage 1 complaints were completed within 10 working days. Where customers asked for their complaint to be reviewed at Stage 2, we carefully considered each case. In most cases, the original Stage 1 decision was upheld, although a small number of decisions were changed following review.

We know that learning from complaints is an important part of improving our services. This year, we took a closer look at the root causes of complaints and strengthened how we record, monitor, and learn from feedback. We completed 148 complaint actions, which resulted in 18 service improvements. This has helped us reduce avoidable issues and improve your experience.

Most complaints related to our Responsive Repairs service and were mainly about quality of work, delays, and communication. In response, we have improved monitoring of repairs when follow up work is needed and established an air source heat pump task group to improve the service provided. We improved ways of keeping customers informed about the next steps and progress until their issue is resolved. We also delivered customer experience training, including guidance on effective communication and good record keeping.

Overall, this work demonstrates our commitment to listening, learning, and improving, ensuring your feedback helps shape better services and better outcomes for you.

We listened
(Complaints)
Trends in complaints showed that communication around anti-social behaviour (ASB) cases and tenancy warning letters was not always clear or consistent.

We acted
We reviewed and updated our ASB letters to make them clearer and easier to understand. We also delivered training to improve how cases are managed and recorded, helping us be more consistent and accurate.

In 2025/26, you continued to shape how we deliver and improve our services. Through 47 customer voice activities, thousands of you shared your views, helping us understand what matters most and where we need to act.

We offered a range of ways for you to get involved, so you can share your views in a way that suits you. You took part in surveys, focus groups, community events and sessions in communal lounges, helping us hear directly from our communities. We also worked with younger customers to make sure their voices are reflected in our decisions.

You helped us co-design improvements to our digital services, including the introduction of “My Surveys” in the My Livin app, making it quicker and easier to share feedback.

The InsightXchange tenant scrutiny group continues to play an important role. Members helped shape our enhanced Money Support offer and were involved in selecting our property services contractor, ensuring your views influenced these important decisions.

Thank you to everyone who shared their feedback. Your voice is making a real difference, and this report shows the change you’ve helped create.

Digital Services

We provide digital services that are reliable, consistent and responsive, helping you to access services more easily, in a way that suits you. Here’s how we are doing…

This year, we introduced a range of new features to make using My Livin and our online services easier and more convenient for customers.

Digital payments continue to grow, with Apple Pay and Google Pay now available for quick, simple and secure payments. As a result, digital payments account for 20% of all payments made to us.

We also launched new features within My Livin to help customers manage services more easily. My Visits allows customers to view upcoming appointments and see who will be visiting their home, while My Surveys provides a simple way to share feedback and tell us about their experience of our services.

In addition, My News was introduced to provide important updates, service information and news directly through My Livin, helping customers stay informed about the things that matter most to them.

Alongside improvements to My Livin, we upgraded our website to make it faster and easier to use, and introduced seven new self service forms. This gives customers more ways to access services online, at a time that suits them.

Our commitment to improving digital services and supporting customers to get online was recognised nationally when we received the Best Digital Transformation award for our Better Connected programme at the Northern Housing Awards. The programme helps customers build digital skills, access technology and make the most of digital opportunities and services.