We always strive to provide the best possible service, and listening to your feedback - both positive and constructive - is key to improving what we do.  

Here’s a look at our performance over the past quarter. 

Complaints overview: 

Between October and December 2024, we received 78 formal complaints, broken down as follows: 

• Retirement Living – 37 

• Extra Care – 40 

• Asset Management – 1 

This is an increase from 32 complaints during the same period last year. However, this rise is largely due to changes in the Housing Ombudsman Complaints Handling Code, which removed the informal complaint category, meaning more concerns are now logged as formal complaints. 

We’re committed to improving our response times and ensuring your concerns are addressed promptly. Your feedback helps shape our services, and we appreciate you taking the time to share your experiences with us.