We’re making our complaints service, easier, smarter and better | Our Latest News

We’re making our complaints service, easier, smarter and better

Muir staff

We’ve listened and acted on customer feedback to make changes to our complaints service.

We've listened to customer feedback and the changes we're making show how we've acted on what you said.


Here are some of the changes taking effect from 24th March 2024:

  • We're making our complaints process quicker for customers, by reducing the number of stages from three to two. 
    • This applies to all customers with an existing Stage One or Stage Two complaint.
    • It means that after Stage Two, you can ask the Housing Ombudsman to consider your complaint if your not satisfied with the outcome.
    • We’ll still work with you to help put things right.
  • We've made things eaiser for you by removing our informal complaints stage
    • We’ll still work with customers to resolve satisfaction issues you raise with us as soon as possible.
    • Our staff are empowered to make decisions that support speedy resolutions.
  • We’re getting smarter by publishing an annual Service and Improvement Report
    • We’ll show customers improvements we make from their feedback.
    • Our Board will let customers know what they’ve focused on.
  • These changes keep us compliant with the Housing Ombudsman's Complaints Handling Code
    • This is a statutory requirement from 1st April 2024.
    • We’ll submit evidence to show how we remain compliant with the Complaints Handling Code.

Customers can make a complaint, give us feedback or find out more about our approach here: www.muir.org.uk/feedback-and-complaints

The Housing Ombudsman is a free independent service that help resolve disputes between residents and landlords. You can learn more about them here: www.housing-ombudsman.org.uk/


“We’ve listened to customer feedback and the changes we’ve made strengthen our complaints service," Liam Radford – Muir's Head of Customer Experience said.

"They help us deliver on our Customer Commitment - to be honest with customers and make it easy for them to complain. 

"It’s important that we say sorry when we get things wrong and put it right as soon as we can.

"If any customers would like to talk through the changes, they can get in touch with us by emailing info@muir.org.uk or calling 0300 123 1222."