Our response to the Housing Ombudsman’s Repairing Trust spotlight report

Listening to tenants and customers is crucial to our ongoing success and we’re committed to making sure our policies meet your needs and keep you at the heart of everything we do.

The Housing Ombudsman’s recent Repairing Trust spotlight report explores key issues around how landlords handle repairs, highlighting where things go wrong, and where positive change is happening.

The report makes a number of important recommendations for improving complaint handling, communication, record-keeping, and overall trust in repair services.

It explores the importance of treating a house as a home, fostering respect, empathy, and mutual trust. These are values that we hold close as we put the customer first, demonstrate a can do attitude, and are curious, looking beyond face value to get things right. 

We’re carefully reviewing these findings and reflecting on how we can use them to further strengthen our own approach. We’re looking at where we can build on what we do well and where we can do more.

We’ll continue to share updates on how this learning is shaping our work, and how we’re putting tenants at the heart of every service.

Click here for more information on how to get involved or give us feedback.

Click here to read the full report.