WE’VE BEEN LISTENING AND ACTING ON YOUR COMPLAINTS
WE’VE published our new Complaints Performance and Service Improvement report, showing how we’ve been listening and acting on your feedback.
The 2025-26 Housing Ombudsman Service (HOS) Annual Complaints Performance and Service Improvement Report shows how we’ve scrutinsed and challenged our compliance against the HOS Complaints Handling Code.
The report outlines how we handle customer complaints – which saw us respond to 100% of all complaints with timescales during 2025-26.
Access the report here: www.muir.org.uk/the-housing-ombudsman
What we’ve changed thanks to your feedback…
“Feedback we’ve received from you is vital to helping us understand how we can improve services, including how we handle complaints,” Liam Radford, Muir Assistant Director of Customers said.
“Changes we’ve been making with help ensure you get a better customer experience.”
We’ve...
· Used customer feedback to improve the grounds maintenance service, including proactive tree maintenance and the assisted gardening scheme for customers who need additional support.
· Built this learning directly into how we procure our grounds maintenance contractor, so expectations are clear from the start.
· Used this learning to influence and inform the wider service charge review that took place during the year.
This will lead to better maintained neighbourhoods, clearer expectations, and support tailored to different customer needs; helping prevent issues escalating into complaint.
We’ve also…
· Introduced stronger controls so any request for more than one complaint extension must be approved as an exception.
· Enhanced recording, tracking, and reporting of extension reasons.
· Strengthened our complaints and compensation policies.
· Improved how we monitor and deliver follow up actions from complaints.
This reduces delays, improves accountability, and helps ensure complaints are resolved as quickly as possible.
And we’ve...
· 
Improved how home inspections are recorded, so actions and follow-ups are clear and tracked.
· Strengthened how surveyor records are completed for day-to-day inspections.
· Revisited how inspections are recorded in our IT systems to improve end-to-end visibility and oversight.
This helps make sure issues aren’t missed, actions are followed through properly, and customers don’t have to chase for updates.
“We’ll continue to listen and act on your feedback,” Liam said.
“We’re committed to a positive complaints culture and use complaints as an important source of learning.”
You can have a stronger say in how we shape services for you by joining our exciting new Customer Voice Partnership!
Learn more here: TAKE THE NEXT BIG STEP AND HAVE A STRONGER SAY IN WHAT WE DO! | Our Latest News | Muir Group Housing Association