Complaints: Lessons Learned & Our Performance


Complaints help us understand what isn’t working well and show us where we can make our services better. By looking closely at the feedback we receive, we can stop the same problems from happening again.

To be open and honest, we share a summary of our complaints every quarter. This includes how many complaints we received, what they were about, how we dealt with them, and what we learned. We hope you find this information helpful. More information on complaints can be found here.

All percentage figures below are calculated using the number of complaints received in the month, minus the number that were closed on time.

Quarter 4 Performance (1st January - 31st March 2026)

January
27

Complaints received

25

Complaints answered at Stage 1

68
%

Percentage answered in time

3

Complaints answered at Stage 2

150
%

Percentage answered in time

February
25

Complaints received

22

Complaints answered at Stage 1

95.24
%

Percentage answered in time

2

Complaints answered at Stage 2

50
%

Percentage answered in time

March
32

Complaints received

33

Complaints answered at Stage 1

46.88
%

Percentage answered in time

2

Complaints answered at Stage 2

0
%

Percentage answered in time

What We Have Learned

Case 1: The Complaint
A resident raised a complaint as they were informed a washer on their tap was their responsibility to fix. There was difficulty in solving the issue with the taps causing loss of water.
Case 1: Our Response
There was impact on resident because they were losing water contributing to high water usage at the property. We have amended our repairs offering, so residents are now not responsible for washers or cartridges.
Case 2: The Complaint
Resident raised a complaint about a charge on their service charge, it was an increased cost to pay for their home on a charge that wasn’t consulted on.
Case 2: Our Response
Residents should be consulted on service charges as this directly impacts them. Apology provided and service charge removed for the year.
Case 3: The Complaint
OPS voids cap the gas before a resident moved in, as a result some residents were left without heating and hot water when they first moved in. There was a delay in restoring heating and hot water causing fundamental loss for vulnerable residents.
Case 3: Our Response
Gas meters won’t be capped once void inspection has been complete, meaning from day one residents will be able to use heating and hot water.

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.

Quarter 3 Performance (1st October - 31st December 2025)

October
20

Complaints received

27

Complaints answered at Stage 1

67.74
%

Percentage answered in time

4

Complaints answered at Stage 2

100
%

Percentage answered in time

November
23

Complaints received

22

Complaints answered at Stage 1

100
%

Percentage answered in time

4

Complaints answered at Stage 2

100
%

Percentage answered in time

December
22

Complaints received

16

Complaints answered at Stage 1

78.95
%

Percentage answered in time

3

Complaints answered at Stage 2

133.33
%

Percentage answered in time

What We Have Learned

Case 1: The Complaint
No heating and hot water due to gas being capped, Unable to have functioning heating and hot water in a cold spell.
Case 1: Our Response
Due to two contractors being assigned to complete the gas safety check, one contractor had completed but this had not been shared with the second contractor. Two contractors will now not be allocated to one area. Apology and compensation was provided, and heating and hot water resolved within a day.
Case 2: The Complaint
A vulnerable resident, called our out of hours team as they were locked out and needed to take medication. The resident was unable to take medication and get inside a warm home.
Case 2: Our Response
Out of hours team should be managing resident expectations and prioritising urgent repairs. Apology provided, repair completed and a new out of hours offering is coming into place.
Case 3: The Complaint
Contractor did not arrange an appointment and turned up at the residents property without confirmation. Resident was busy and not able to be present for the appointment
Case 3: Our Response
There was a communication failure from the contractor. Repairs completed, and meetings have been had with contractors to maintain that they are fulfilling their contractual duties by arranging appointments with residents.

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.

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.

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

April
18

Complaints received

27

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.

Relevant Documents

Complaints & Compliments Policy

Our policy for listening and responding to feedback given by those who use our services.
Last Updated
December 2025
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Agency Managed Services Complaints Procedure Residents Flowchart

Last Updated
December 2025
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Find Out More

Residents Complaints Procedure Flowchart

Last Updated
July 2024
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Find Out More

Complaint Handling Code Self Assessment 2024- 2025

Last Updated
August 2025
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Find Out More
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