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 2024/25 (April 2024 to March 2025). For more detail you can also read our 2024/25 Year End Customer Feedback reports. 

The Customer Focus Committee reviewed and commented on the details of the report in May 2025, full details of the minutes from this meeting are available here.

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 2024/25 Annual Customer Feedback Report 

Nasrin Fazal, Chair of the Customer Focus Committee & Member Responsible for Complaints, Stockport Homes Board:

"As Chair of the Customer Focus Committee, I confirm that the Committee formally scrutinised the contents of the 2024/25 Annual Customer Feedback Report at its meeting held on 19 May 2025. The Committee is satisfied that the report provides an accurate and transparent reflection of Stockport Homes’ performance in handling complaints and customer feedback over the past year. We commend the detailed analysis of complaint volumes, resolution times, escalation rates, and learning outcomes, and we note the organisation’s continued commitment to improving customer experience through responsive service delivery and accountability.

"Key points of assurance include:

• A clear increase in Stage 1 complaints, aligned with national trends, and a proactive approach to early resolution.
• A lower than average maladministration rate, demonstrating robust complaint handling.
• Improvements in response times and a notable rise in compliments received.
• Evidence of learning from complaints, with service improvements implemented across multiple areas.

"The Committee also acknowledges the extended deadline for the Housing Ombudsman’s Complaint Handling Code self-assessment and confirms that the Board will review and approve the final submission in due course.

"This statement is issued as the formal governing body response to the Annual Customer Feedback Report and will be published as a standalone document on the Stockport Homes website, in line with the Housing Ombudsman’s 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 198 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 One Number Team 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.