Complaints


We are committed to providing a high-quality service for our customers and working in an open and accountable way that builds trust and respect. We strive to deliver excellent services but know that sometimes things go wrong.

Every quarter we provide information on our website to give you some insight into how many complaints we have had, what they are about, how we have responded and what lessons have we learned from the feedback. We hope you find this useful.

* every item of percentage data below is calculated from the total number of complaints received in a month, minus how many complaints are closed on time in a month

‍

Quarter 1 Performance (1st April - 30th June 2025)

April
18

Complaints received

15

Complaints answered at Stage 1

56.25
%

Percentage answered in time

2

Complaints answered at Stage 2

100
%

Percentage answered in time

May
18

Complaints received

18

Complaints answered at Stage 1

87.5
%

Percentage answered in time

4

Complaints answered at Stage 2

100
%

Percentage answered in time

June
11

Complaints received

14

Complaints answered at Stage 1

155.56
%

Percentage answered in time

4

Complaints answered at Stage 2

50
%

Percentage answered in time

What We Have Learned

Case 1: The Complaint
No communication when a privacy screen was installed in a communal area. Customer was upset they couldn’t birdwatch, and impacted them as the communal area became darker.
Case 1: Our Response
The privacy screen was installed following a previous complaint; but there should have been better communication to all residents to inform of this change. In future communication to all residents will be provided when something new will be installed.
Case 2: The Complaint
Resident was unhappy with the length of time taken to resolve ASB and the customer felt they were not listened to and their ASB hadn’t been resolved in a timely manner.
Case 2: Our Response
There were no failures in this complaint, however it was highlighted residents aren’t aware of the timescales and to realign residents. We need to educate and communicate to all residents who raise ASB the timescales and expectations around ASB.
Case 3: The Complaint
A complaint was raised as the resident Wi-Fi had not worked for a few weeks and they couldn't access internet in their own home.
Case 3: Our Response
There was a delay in the parts coming in due to location, it sadly had no fixed timeline. This was sadly not communicated to the resident or the supported housing team. A temporary Wi-Fi was installed which gave all residents the opportunity to access internet.

Quarter 2 Performance (1st July- 30th September 2025)

July
20

Complaints received

10

Complaints answered at Stage 1

56.25
%

Percentage answered in time

3

Complaints answered at Stage 2

75
%

Percentage answered in time

August
19

Complaints received

13

Complaints answered at Stage 1

66.67
%

Percentage answered in time

4

Complaints answered at Stage 2

100
%

Percentage answered in time

September
37

Complaints received

20

Complaints answered at Stage 1

62.50
%

Percentage answered in time

3

Complaints answered at Stage 2

40
%

Percentage answered in time

What We Have Learned

Case 1: The Complaint
Decking was rotting and had been waiting for an extended period for this to be repaired, meaning the resident was unable to use their garden in full capacity
Case 1: Our Response
Due to this being agency managed additional approvals were required, which should have been communicated to the resident. Apology was provided, removal of the decking and new decking installed with robust materials to avoid in future.
Case 2: The Complaint
Resident was unhappy as contractors were turning up to their property without booking in an appointment. The imposition was restricting their plans, and the resident was given no access letters which was distressing.
Case 2: Our Response
Contractors should be arranging appointments with all residents and should not turn up unannounced. We have held meetings with contractors to reinforce the need to arrange appointments with residents. 
Case 3: The Complaint
Delay in actioning follow up works, after damp and mould inspection leaving problems in the property.
Case 3: Our Response
There was a communication failure between the Asset Manager and the Contractor meaning reports weren’t being received correctly. We took action to ensure repairs completed to residents home, to resolve damp and mould. Had a meeting to ensure the correct process was being used to avoid delays for priority repairs are completed to timescale. 

We hope you find this overview useful. If you have any questions then please contact Chloe McDonald via complaints@saha.org.uk

‍
Many thanks to everyone who gave us feedback – learning from system failures and mistakes gives us an opportunity to improve our service.

Relevant Documents

Residents Complaints Procedure Flowchart

Last Updated
July 2024
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Housing Ombudsman Complaint Handling Code - Self Assessment

Complaint handling code self assessment
Last Updated
June 2024
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Complaint Handling Code Self Assessment 2024- 2025

Last Updated
August 2025
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Complaints & Compliments Policy

Our policy for listening and responding to feedback given by those who use our services.
Last Updated
June 2024
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Find Out More
Find out more about our commitment to providing good quality homes and services on our About page or our Residents page.
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