Complaints and compliments
We always try to deliver the best possible service we can for customers, but we recognise that sometimes, we don’t always achieve this and meet your expectations.
When something goes wrong, or you’re not happy with the service you’ve received from us, we want to know about it; so that we can put it right, and improve the way we do things in the future.
Equally, we’d love to hear examples of what we’ve done well too, so that we can continue and replicate it across all our regions.
You can give us your feedback over the phone, or by contacting your local branch, or by email at [email protected].
You can also complete our online complaints form using the tab below.
Submit a complaint or compliment
How to make a complaint
We have adopted the Housing Ombudsman’s definition of a complaint, which is:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
A service request is something different, if something has gone wrong in your home or you are requiring an answer to a problem or issue, this is considered a service request. If you’re unhappy with the outcome of that service request, then we will treat it as a complaint.
Our complaints process
Stage One
When you make a complaint, we will log it and formally acknowledge your complaint within 5 working days.
Wherever possible, we will try to resolve a complaint during your first contact with us, but if we need to look into it, we will carry out an investigation and provide you with a response and resolution within 10 working days.
If we are unable to meet this timescale, we will let you know and keep you updated on progress.
Stage Two
If you are unhappy with our response at Stage One, you can request your complaint is escalated to Stage Two. This will be carried out by a Senior Manager who will review the investigation at Stage One and your reasons for dissatisfaction.
We aim to respond to Stage Two complaints within 20 working days. If we are unable to meet this timescale, we will let you know and keep you updated on progress.
Further Redress
We subscribe to The Property Ombudsman (TPO) and the Housing Ombudsman schemes.
If you are unhappy with the outcome of our internal complaints process, you have the right to refer your complaint to either of these bodies.
Both organisations will not normally consider a complaint unless it has gone through all stages of our internal complaints process. They will not consider complaints over twelve months after the internal investigation was concluded, if the complaint is outside their remit or if they have previously issued a judgement on the complaint.
For further information on how to refer a complaint to either Ombudsman services, please click on the links above.
Learning from complaints
We will use the lessons learned from complaints to try and improve what we offer to our customers. Our board’s response to our assessment was;
“The Customer Experience Committee considered the Annual Complaints Performance and Service Improvement Report including the self-assessment against the Housing Ombudsman’s Complaint Handling Code for 2025, at its meeting in April 2026.
The insight from this report continues to reflect change within Plexus. your perceptions of complaints management continue to be below industry standard at 38% in 2025 – a slight increase from the previous year and this is something we want to focus on going forward.
Overall, the number of complaints fell in 2025 though began a steady increase from October with the introduction of Awaab’s Law and a national campaign to drive forward improvements in social housing. But this is at it should be, our customers should feel comfortable and confident enough to express their dissatisfaction if they feel they have not received a decent standard of service and we welcome and encourage that.
It was incredibly saddening to review a case referred to the Ombudsman, in which they found severe maladministration in both the way we responded to the customer’s concerns and in the way we managed their complaint. Since this case was referred in 2023, several positive changes have been made which are included in later sections of this report.
The Housing Ombudsman made several orders, all of which we have complied with. Having a case referred to the Ombudsman for independent review is never easy, but it does give us that opportunity to once again reflect and review the way we deliver services.
The Customer Experience Committee, including myself, regularly review complaints about both performance and trends and engage with senior managers to ensure learning is taken away and acted upon and I feel we have a good grasp on what areas we need to focus on in the next year.”
To read the full Complaints Annual Performance, please click here. To read the Self Assessment report, please click here.
How we deal with feedback
- All customer enquiries or complaints are taken seriously and are investigated within our policy guidelines.
- Customers are made fully aware of our complaints process and timescales when they raise a complaint and are kept informed of progress through the duration of the complaint process.
- We will aim to investigate and achieve resolution of a complaint at the earliest opportunity and where possible within the agreed service level agreements.
- When communicating, we will use jargon-free, plain language.
- All complaints are recorded and managed through our customer contact management platforms.
- We will provide clear reasons for any decisions, referencing any relevant policy, law or good practice where appropriate in their outcome response.
- We will provide details of how to escalate a complaint at each stage of the process
- If a customer is not happy with the outcome of their complaint at stage two, they will be signposted to the appropriate Ombudsman service.
Keeping records
We will keep records of all customer contact, including complaints and the details of any investigation carried out so that we can deal objectively with complaints when they occur.
We will handle customers’ information sensitively and in line with data protection legislation and will share all relevant information to The Property Ombudsman, the Housing Ombudsman and the Social Housing Regular when requested.
We will analyse complaints data and use feedback to improve our service to customers in the future.