Please click here to read the 2025-26 Complaint Report The period covered by this report is April 2025 - March 2026
Below is the Board's response to this report, taken from the minutes of the Board Meeting held in June 2026.
Board’s Response to the 2025/26 Complaints Report
The 2025/26 Annual Complaints Performance report was received by the Board in June 2026.
The Board noted that quarterly complaint data and analysis is reported to the Operations and Personnel Committee (OPC). It is analysed, reviewed and discussed each quarter by a Complaint Management Team which includes the Member Responsible for Complaints (MRC) and informs the quarterly OPC report.
The Board considered the 2025/26 annual complaints report and noted that the presentation and analysis of complaints data have continued to evolve positively in recent years, contributing to a range of service and organisational improvements. The Board suggested that we consider adding benchmarking data to future complaint reports.
They emphasised the importance of addressing client and tenant concerns promptly and effectively to prevent escalation into formal complaints and recognised the clear link between complaints handling and overall client and tenant satisfaction.
The MRC reported positive engagement with clients and tenants through the submission of quarterly and annual reports to the Tenant Scrutiny Panel (TSP). They also noted that a member of the TSP joined the team undertaking the annual self-assessment of BHT Sussex’s policies and procedures against Housing Ombudsman standards.
