Annual Complaints and Service Improvement Report
Improving our customer experience is a key part of our Magenta Living Road to 2030 strategy, and building a deeper understanding of our customers is a vital enabler in delivering this. To improve, we must see our services through our customers' eyes - and our complaints process provides one of the most powerful opportunities to do just that. To help us understand how we are handling customer complaints, we've produced a Complaints Annual Performance and Service Improvement Report for the 2024/25 financial year. This report focuses on how we have performed against some key metrics. It also includes some of the main service improvements we have been implementing over the last 12 months, these changes have been due to our customer feedback.
You can view our latest Complaints Annual Performance and Service Improvement Report here.
Our Commitment to the Housing Ombudsman's Complaint Handling Code
As part of our commitment to transparency and continuous improvement, we complete an annual self assessment against the Housing Ombudsman's Complaint Handling Code. This helps us ensure our approach to complaints is fair, accessible and focused on learning. You can view a copy of this here.
Our Board has reviewed the self assessment and provided an assurance statement confirming that we meet the requirements of the Code and are committed to ongoing improvement. Myles Edwards, our Board Member and Member Responsible for Complaints (MRC), provides oversight of our complaints process and champions learning from complaints at Board level. Myles has reviewed 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.