“You told us that the same issues should not keep happening. That’s why we use feedback from complaints to identify trends, share learning with our teams, and make improvements that help us deliver better services across the organisation.”
Gemma, Interim Customer Services Manager
of our complaints were responded to within target timescales
46%
satisfied with our approach to handling complaints
↑4%
| Number of complaints | 2025-26 numbers |
|---|
| Service requests received | 259 |
| Logged and shared with the relevant service manager as soon as a customer gets in touch. If the issue cannot be resolved, it becomes a Stage 1 complaint. |
| Stage 1 complaints received | 384 |
| The customer is informed who is handling their case, and we aim to resolve the issue within 10 working days. If new concerns are raised in this time, we will usually review them as part of the same complaint. Where this would cause unreasonable delays, the concerns will be logged as a new complaint. If the customer remains dissatisfied, they can request escalation to Stage 2 within 5 working days. |
| Stage 2 complaints received | 58 |
| A senior manager reviews the case and provides a detailed response within 20 working days. Customers can contact the independent Housing Ombudsman at any stage or if they are unhappy with the outcome of a complaint. |
We follow the Housing Ombudsman's Complaint Handling Code. We've captured detailed information about complaints received; trends and details of changes and improvements made in our Complaints and service improvement: Annual Report 2025-26. Read the full report at: cottsway.co.uk/complaints