Complaints and feedback

We define a complaint as an expression of dissatisfaction about the standard of service, actions or lack of action by Westward, our colleagues, or those acting on our behalf that effects an individual customer or group of customers.

A complaint is not a:

• request for a service
• report of a fault or defect
• query about a policy
• request for information
• dispute

  

The Housing Ombudsman is set up by law to look at complaints and resolve disputes involving the tenants and leaseholders of social landlords like Westward.

The Ombudsman won’t usually consider a complaint that hasn’t first been looked at by us through our formal complaints process.  The Ombudsman’s website has really useful information and videos about making a complaint and you can access this at any time: housing-ombudsman.org.uk

The Ombudsman's Complaint Code sets out good practice about responding to complaints effectively and fairly. Westward has self-assessed Westward against the code and you can read the results here: Westward Complaints Self Assessment June 2025.

Our Annual Complaints Report (2025) is sent to Westward board and their response to the report and Ombudsman self-assessment can be found here.

Our board has carefully considered the Housing Ombudsman's Landlord Report - Westward Housing Group Ltd, including the findings and areas of learning that have been recommended.

The board at Westward acknowledge receipt of the 2024/25 landlord performance report from the Housing Ombudsman and welcome its findings as an important part of our commitment to transparency and continuous improvement.

We are pleased to note the reduction in maladministration findings from 90% to 56% in 2024/25. This improvement is a positive step forward and reflects the continued efforts of colleagues across Westward to respond to complaints in a timely, fair, and effective way.

We know that we will not always get things right, and we remain committed to listening to our customers and learning from their experiences. While our aim is to resolve complaints effectively within our own processes, we recognise that in some cases escalation to the Ombudsman is unavoidable. Where this happens, the board are reassured that colleagues are responding constructively and promptly to ensure fair outcomes are achieved for our customers.

While the reduction is encouraging, we recognise there is still more to do. The board will continue to ensure the organisation is applying lessons learned from complaints to improve the way services are delivered. We remain committed to ensuring that our services reflect the needs and expectations of our customers, and that complaints are used as a vital tool for learning and service development.

We publish topic-based assurance tables on our website to show where we meet the recommendations and where additional actions are required. 

Make Things Right

It matters that you know how to complain to your housing association so the government has launched a complaints awareness campaign on a website which you can view here: Social Housing Complaints - Make It Right

This is our complaints performance summary for July to September 2025.

 

Total complaints

Department	Count
Property Services	43
Housing Team West	12
Westward Property Services	11
Housing Team East	7
Customer Enabling Hub	5
Supported Housing	4
Support Services	4
Asset Management	3
Support Management	3
Enabling hub Management	2
Housing Services AD	2
Lettings Team	2
Customer Engagement	1
Development	1
Income Team	1
Total	101

 

• 97.03% resolved in 10 working days

• 93% resolved and closed at stage 1

• 29 compliments. 66% for staff attitude 

 

	Count
Contractor	9
Service provided	1
Staff attitude	19
TOTAL	29

• 43 compensation claims with a £2,109 total payout