Your feedback helps us improve services and resolve complaints | Tenant news

While most of our tenants are happy with the service they receive from us, we understand that sometimes things don't go as expected, so when issues arise, we’re committed to listening, learning, and making necessary improvements.  

Addressing complaints

Our complaints process is designed to support tenants who feel we haven't met their expectations.

We work hard to resolve issues before they become formal complaints, but if something isn’t right, we encourage you to report it using our feedback form.

Habinteg is part of the Housing Ombudsman Service, an independent organisation that reviews complaints if a customer is still unhappy after going through our process.

We work closely with the Ombudsman, using their feedback to help improve our services.

You can find a summary of our 2024/25 Complaints Board report on our website.

Repairs

Repairs are a key focus for us, and we’ve made changes to improve how we handle them. In October 2024, we appointed Bell Group as our new contractor for the North.

This has already helped with communication, as they now confirm appointments at three key stages: when they book, the day before, and on the day of the repair.

Our Customer Service Team also receives regular training to ensure they know how to gather repairs information quickly and accurately to help us make faster decisions and reduce delays.

Learning from complaints

Your feedback also helps shape our services. Over the past year, we’ve made several improvements   based on your input.

After a review by the Tenant Scrutiny Panel in September 2023, we acted on 5 of their 13 suggestions. These included:

• Speeding up repairs
• Improving how we communicate with contractors
• Making contractors more accountable
• Getting tenants involved in picking Bell Group as our new contractor for the North
  
  

We’ve also updated the My Habinteg Tenant Portal based on feedback from two focus groups in March 2024.

Now, more than 1,400 tenants are registered on the portal, which is much clearer and has a breakdown of service charges for better understanding.

Since April 2024, we've had 72 local meetings with tenants. These meetings have helped create 23 Neighbourhood Plans, which will guide what we do over the next few years.

To learn more about how we’re improving our services, visit www.habinteg.org.uk/learning-from-getting-it-wrong.

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Have you signed up to the tenant portal, My Habinteg, yet? It’s quick and easy, you can access a breakdown of your service charges and there’s a monthly £50 shopping voucher winter prize draw for new users. Sign up now . And, if you'd like to receive the digital version of tenant newsletter Update, instead of the print version, please email comms@habinteg.org.uk and ask to be added to the mailing list.