Please click here to read the 2024/25 Complaints Report. The period covered by this report is April 2024 - March 2025
Below is the Board's response to this report, taken from the minutes of the Board Meeting held on 23 June 2025.
Board’s Response to the 2024/25 Complaints Report
The 2024/25 Annual Complaints Performance report was received by the Board. It was noted that the report has been improved since 2023/24 and now includes further information about the nature of the complaints reported, particularly those upheld, so that potential trends can be identified over time and lessons learned for the future. The report will continue to be further developed and improved in 2025/26, including the recommendations identified in the internal audit completed on Tenant Satisfaction Measures.
Sarah Butler, the BHT Sussex Board Member Responsible for Complaints, meets quarterly with Paul Fagan to review the complaints spreadsheet and to review a selection of complaints in more detail.
Sarah noted that BHT Sussex provides services that fall outside the scope of the Housing Services Ombudsman, as well as those regulated by the Ombudsman. BHT Sussex has a single organisation-wide Complaints Policy and Procedure, therefore our annual report includes data on complaints related to services outside of the scope of the Ombudsman. The two types of data will be disaggregated in future quarterly and annual reports to aid clarity.
Sarah reported that there has been a positive attempt to engage with clients and tenants by submitting the quarterly and annual reports to the Tenant Scrutiny panel. The Chair of the panel was also invited to join the team conducting the annual self-assessment of the BHT Sussex Policy and Procedures against the Housing Ombudsman Complaint Code, although it is noted that they were unable to attend on the day.
Sarah advised the Board that data on the gender and ethnicity of complainants has not been collected to date but is under consideration.
Sarah reported that, to date, there appears to be no particular theme emerging from the complaints upheld.
The Board noted that the number of complaints received quadrupled in 2024/25 but that half of these relate to issues in and around one specific service, which are being addressed.
The Board noted the 2024/25 Complaint Report and thanked Sarah for her work in this area.
