We want to make our services better for our customers. This is an important part of Magenta Living’s plan for 2030. To improve, we need to understand our customers well. One of the best ways to do this is by looking at our complaints. Complaints show us where things have gone wrong and how we can do better.
To help us see how we are handling complaints, we have made a Complaints Annual Performance and Service Improvement Report for the 2024/25 year. This report explains how we did against important targets. It also shows the main changes we have made over the last 12 months because of customer feedback.
Our Commitment to the Housing Ombudsman’s Complaint Handling Code
We want to be open and always improve. Each year, we complete a self‑assessment against the Housing Ombudsman’s Complaint Handling Code. This helps us check that our complaints process is fair, easy to use, and focused on learning.
Click below to view Self-Assessment against the Housing Ombudsman Complaint Handling Code August 2025.
Our Board has looked at this self‑assessment and agreed that we meet the rules in the Code. They also agreed that we will keep working to improve.
Myles Edwards, who is the Board Member responsible for complaints, helps to oversee our complaints work and makes sure we keep learning. Myles has checked the self‑assessment and shared the Board’s assurance statement.
"As the Member Responsible for Complaints, I confirm the Board has reviewed Magenta Living's Annual Complaints & Service Improvement Report, as well as the Annual and we are publishing this response alongside it, as required by the Housing Ombudsman's Code.
Over the year we received quarterly updates on performance, themes and Ombudsman related learning, and we have also reviewed and approved our annual self assessment against the Code and our Complaints Policy. I am pleased to see that the recommendations from the Housing Ombudsman Service's review of our policy have been reflected in this year's self assessment.
Our priorities go beyond compliance. We aim to set a benchmark for excellence in complaint handling by embedding root cause learning, accelerating resolution times, and ensuring every complaint drives tangible service improvements. Most complaints arise because we have fallen short. We are committed to being transparent about this and using every complaint as an opportunity to improve. In addition, we are focused on reducing complaint volumes through improved service delivery, delivering greater value to customers, and reducing the operational and financial burden of complaints handling on the business."
Help us improve by sharing your feedback
Your views matter. Every comment, suggestion or idea helps us make our services better for you and your community. Whether your experience has been positive or you think we could do something differently, we want to hear from you. Tell us what you think and help shape the future of Magenta Living.
