Annual complaints performance and service improvement report

As well as reporting on feedback and complaints data monthly, we also produce an annual complaints performance and service improvement report each year.

This report is presented to the Board and published here on our website.

The report covers:

• total number of complaints received
• types of complaints received
• response times
• residents' satisfaction.

This report also includes our self-assessment against the Housing Ombudsman’s Complaints Handling Code, which was undertaken in June 2026.

All complaints at stages 1 and 2 are managed by our complaints team.

All complaints at stages 1 and 2 are managed by our complaints team.

Learning from the complaints we receive is an essential part of ensuring that JRHT can continually improve what we do and how we do it.

Below are some examples of the trends identified in 2025, as well as our action or planned action to improve our services in these areas.

Strengthening our sign up and pre-void processes

A number of complaints were raised regarding our end of tenancy process, unexpected recharges for items left, responsibility for items gifted at the start of tenancy, and flexibility/use of discretion in sensitive circumstances. In order to address these issues, the Housing Team have now strengthened both our sign up and pre-void processes to ensure that expectations and responsibilities are clearer for both incoming and outgoing residents. This has included:

• Making expectations clear to incoming residents, during property viewings, what property changes will or will not take place before they sign up.
• Using our ‘gifting form’ to inform incoming residents which items have been gifted to them from the previous tenant, and to make clear that it is then their responsibility to maintain or dispose of these items.
• For residents undergoing transfers, it is now made clear which Housing Officer will be responsible for which part of the process, to facilitate a smoother transition between properties and try to reduce the likelihood of mis and noncommunication.
• Ensuring that pre-void inspections are always completed when a resident leaves their property.
• Introduction of a new pre-void inspection form to help make it clear that personal items must be removed from properties before they are handed back to us (including loft spaces), and detailing the works which outgoing tenants are responsible for. This also indicates any associated costs (recharges) if work/removals are required by JRHT.
• Colleagues reminded of their right to apply discretion in certain circumstances, and to better reflect the contribution of residents who have been part of the JRHT for many years.

Better management and processes relating to service charges

A number of residents across different schemes raised concerns relating to increases in their service charges, including poor communication and the negative financial impact on residents. As a result, JRHT has made some changes to the process, including the following commitments:

• When setting the budgets for forthcoming years, we will review areas where it may be possible to reduce budgets (including a review of information such as the number of call outs to on-site care staff over the previous 12 months), whilst also adding a projected amount for the forthcoming year. This will be reviewed annually in line with the process for annual budget setting.
• We will ensure that, should there be any future deficits which may impact service charges, residents will be informed sooner & understand how this will affect them.
• When residents are unable to attend Scheme Champions meetings (where impact of service/estate charge increases are normally explained) we will provide a follow-up letter explaining any impacts on residents.
• We will ensure that service charge staff understand how fixed service charges work and are fully versed on how to feedback to residents on this and why they don't receive a full statement of account.
• We will communicate information in a timelier manner to give residents more opportunity to scrutinise costs to provide meaningful assurance over costs we are charging. We are also looking at introducing two service charge cycles per year, one of the budgets and one for the actuals which will help with this.

District heating system service improvements

Ongoing disruption in relation to a District Heating System at one of our schemes has caused significant frustration for our residents, with many reporting loss of heating and hot water on multiple occasions over winter months, and also difficulties in getting resolution from the third-party provider. In response to this, JRHT have:

• Worked in partnership with the external provider to ensure a better service provision for our residents, with a number of improvements to the system undertaken during 2025/26.
• Provided regular communication updates for residents on progress with the system improvements, and held resident sessions to share information on the longer-term options / resolutions.
• Fitted electric showers for a number of our residents so that they still have access to bathing facilities during unexpected outages.
• Commissioned an independent organisation to undertake a report on the longer-term options available.
• Recruited a dedicated District Heating Customer Liaison Coordinator to support with resident queries and concerns, as well as a Programme Director to oversee the long-term solution delivery.

We shared this report with the Board who responded:

“The JRHT Board values all feedback received from our residents and service users, and we are clear that effective complaint handling remains a high priority for JRHT. We are assured of our compliance with the Housing Ombudsman’s Complaint Handling Code, and we are pleased with the progress made over the last 12 months to further strengthen our approach to complaint handling, as evidenced in the Annual Complaints Performance and Service Improvement Report.

Over the next 12 months, we expect to see an increased focus on learning from the complaints we receive and ensuring that service improvements are implemented effectively. As part of our commitment to continuous improvement, we also expect to see a continued drive to engage key complaint handling staff in relevant training, and we will continue to monitor progress and provide constructive challenge where required.”