Customer feedback results

At Stockport Homes, we feel it is important to be open and transparent with our customers, and we are fully committed to our Together with Tenants commitments(opens in a new window).

As part of our commitment to communicate with customers we have set out our performance on complaints handling for 2025/26 (April 2025 to March 2026). For more detail you can also read our 2025/26 Year End Customer Feedback reports. 

The Customer Focus Committee reviewed and commented on the details of the report in May 2026, full details of the minutes from this meeting are available Board meeting minutes.

As a member landlord of the Housing Ombudsman Scheme (HOS), Stockport Homes Group (SHG) are required to adhere to the HOS’ revised Complaint Handling Code, which became statutory on 1st April 2024. 

You can read SHG’s self-assessment against the code here.

Governing Body Response to the 2025/26 Annual Customer Feedback Report

Nasrin Fazal, Chair of Stockport Homes Customer Focus Committee & Member Responsible for Complaints, Stockport Homes Board
Cllr Jake Austin, Cabinet Member for Housing & Environment, Stockport Council & Member Responsible for Complaints

As the designated Members Responsible for Complaints for Stockport Homes Board and Stockport Council, we confirm that the 2025/26 Annual Customer Feedback Report has been subject to appropriate scrutiny and challenge through both organisations' governance arrangements.

The report was formally reviewed by the Stockport Homes Customer Focus Committee on behalf of Stockport Homes Board and by Stockport Council's Housing, Economy & Environment Scrutiny Committee and Cabinet Housing Committee during May and June 2026. In addition to consideration of this annual report, the Customer Focus Committee receives regular quarterly customer feedback and complaints performance reports, providing ongoing scrutiny of complaint handling performance throughout the year.

As Members Responsible for Complaints, we also meet quarterly with operational complaint handling teams to review complaint performance, discuss emerging themes and learning and provide challenge and assurance regarding the effectiveness of complaint handling arrangements. Collectively, these governance and assurance activities provide confidence that the report presents an accurate, transparent and balanced assessment of Stockport Homes Group's performance in managing complaints, compliments and customer feedback throughout 2025/26.

We welcome the detailed analysis contained within the report and acknowledge the organisation's continued commitment to listening to customers, learning from feedback and using insight to drive service improvements. The report demonstrates a strong focus on accountability, transparency, and improving outcomes for customers.

Key areas of assurance include:

• Complaint volumes remaining broadly consistent with the previous year.
• A national increase in Housing Ombudsman cases being reflected within SHG's complaint data.
• SHG's maladministration rate remaining favourable when compared with national benchmarking, demonstrating effective complaint handling arrangements.
• Improvements in complaint response times and a notable increase in compliments received.
• Clear evidence of learning from complaints, with service improvements implemented across a range of service areas.

We are satisfied that the report provides clear evidence of a positive organisational culture which values customer feedback and seeks to use complaints and compliments as an opportunity to improve services. The learning set out within the report demonstrates how customer insight continues to influence service delivery, policy development, and organisational decision-making.

We will continue to monitor complaint handling performance through our respective governance arrangements and quarterly engagement with complaint handling teams, ensuring that customer feedback remains central to service improvement, accountability and the delivery of high-quality services for customers.

This statement is issued as the formal joint response of Stockport Homes Board and Stockport Council to the 2025/26 Annual Customer Feedback Report and will be published on the Stockport Homes website in line with Housing Ombudsman requirements.

Learning and improving from complaints 

At Stockport Homes we value all forms of customer feedback. We use the learning from complaints to drive improvements to the services we provide to our customers. Here are a few examples of improvements which have come about following customer feedback during the year:

• Complaint responses have been redesigned and staff trained to ensure they are written in clear, plain language, helping customers better understand outcomes and next steps.
• We updated call handling scripts and delivered additional training to ensure customers are routinely asked about support needs and reasonable adjustments, helping us tailor our service more effectively.
• Training and toolbox talks have been introduced for contractors to ensure consistent standards, clearer communication, and appropriate behaviour when working in customers’ homes.
• System changes have been made to ensure repair outcomes and inspection reports are recorded consistently, improving record-keeping and reducing the need for customers to repeat information.
• A staff checklist has been introduced for property visits to ensure ID badges are always displayed, helping customers feel more confident and secure when operatives attend their home.

Compliments Received 

During the year Stockport Homes recorded 236 compliments from customers.  Here are just a few of the compliments received which demonstrate where colleagues have gone above and beyond and demonstrated a customer focussed approach:

• A Neighbourhood Housing Officer who effectively dealt with a noise nuisance: “Thank you for everything you have done. We can now look forward to a peaceful retirement.. You have been wonderful, and we are very grateful”.

• Following the installation of a new heating system a customer said “nothing was too much trouble for them, taking care in keeping everything clean and tidy”.

• Regarding a Customer Service Officer on the Customer Experience Hub a customer commented that when calling about their Homechoice application the Officer “was absolutely lovely, really helpful and so understanding of their situation”.  The Officer had helped her with her application and got everything sorted out.

Customer Feedback reports

You can read our feedback reports below. We also tell you about complaints and compliments in the Stockport at home newsletter.