We produce an Annual Complaints and Service Improvement Report. This report was approved by our board of trustees on the 15th January 2025. The report includes:

Complaint handling performance:

• A qualitative and quantitative analysis of our complaint handling performance.
• A summary of the types of complaints we have refused to accept.
• Any findings of non-compliance with the Code by the Housing Ombudsman.

Service Improvements:

• The service improvements made because of our learning from complaints.
• Our actions following our review of the complaint handling code issued by the social housing regulator in April 2024.
• The actions we have planned to continue to improve our performance beyond 2024.

The report forms part of our annual self-assessment for the Complaint Handling Code which we have completed, and we can confirm that we have reviewed our complaints handling arrangements and our Compliments, Complaints and Feedback Policy now complies with all areas of the Code.

From 31st March 2024- 01st April 2025, we:

• Received 20 complaints.
• Complaints accepted: 100%
• Complaints resolved: 100% (Stage 1)
• Complaints escalated to Stage 2: 0
• Complaints referred to the Ombudsman: 0
• Compliments received: 1

Performance Against Timescales:

• Stage 1 acknowledgment (within 5 working days): 100%
• Stage 1 resolution (within 10 working days): 100%
• Average resolution time: 4.2 working days
• Stage 2 compliance: N/A (no escalations this period)

HARP’s performance demonstrates strong compliance with the Complaint Handling Code, with all cases acknowledged and resolved within the required timeframes.

Complaint Themes:

• Anti-Social Behaviour (ASB): 65% of complaints in 2023/24; continued to be a significant issue in 2024/25 (40%).
• Customer Service and Communication: 13% in previous year; remains a focus based on our TSM feedback.
• Repairs and Facilities: 16% combined in 2023/24; (15% 24/25) low volume but recurring concerns.
• Complaint Handling Satisfaction (TSM TP09): 68% – a key area for improvement.
• ASB Resolution Satisfaction (TSM TP12): 65% – also flagged in perception data.

These findings demonstrate a need for strengthened communication, clarity on behavioural expectations, and improved responsiveness to ASB incidents. You can download a full analysis of our complaints here.

Improvements Delivered in 2024/25:

• We have refreshed the Complaints Policy (Nov 2024) and the associated training rollout for all staff.
• We have created standard complaint templates (C1–C4) and included clearer complaint definitions.
• The staff guidance on distinguishing service requests vs formal complaints was rolled out.
• Our data team strengthened recording and monitoring using our INFORM CRM platform.
• We developed and strengthened our centralised complaint coordination team.
• We developed service standards focused on ASB, repairs and conduct.
• Piloted the remote diagnostic and triage protocols to reduce delays in complaint response.

Further actions HARP is planning:

• We will be launching a HARP-wide tasking system to manage repairs and health & safety issues more efficiently.
• We will be embedding a Quality and Performance Framework including regular audits.
• Delivering complaint handling training for all staff as part of core induction.
• Clarifying internal communication responsibilities linked to complaints.
• Working to improve template letters and response quality to enhance transparency and accountability.
• Our team will be using complaints data to inform policy and service redesign.

• Developing a tasking process for all services to use across HARP to improve communication around repairs and health and safety.
• Developing a quality and performance management process to support audit accountability.
• Recruited to a new role for front of house who can support with the consistent logging of all contact from residents which will improve both communication and visibility.
• Delivering complaint training to all staff across HARP, which will form part of ongoing core training in 2025.
• Issue guidance for staff on differentiating between enquiries, service requests and formal complaints.
• Implement new ways of working which include interventions linked to monitoring, logging and response timescales for a complaint.
• Agreeing how a complaint is logged in management systems.
• Have accurate complaint data, which is fit for purpose and can be used to support continuous improvement activities.
• Define a process to close a complaint, including when there are outstanding actions.
• Embedding accountability for internal communication timescales.
• Review current complaint templates to ensure they are fit for purpose.

Beyond those noted above no additional actions have been identified, some service improvements as set out have been made. Our refreshed policies recognise that learning from complaints is a continuous process and we will be drawing on any best practice findings and future guidance issued by the Housing Ombudsman.