Our quarterly Complaints Report

Every quarter we publish a report about the complaints we have received, providing an overview of the feedback given and how it has been handled.

Rosebery provides a service for making complaints to:

  • give dissatisfied customers a mechanism for seeking redress
  • collect feedback to enable Rosebery to review its performance and continuously improve services

This report sets out our complaints performance during January to March 2021, which saw the number of formal complaints received (including Early Resolutions: pre-complaints), decline by 23.52%, from the last quarter.

Complaints Handling and Performance Report - Q4 - January to March 2021

Feedback from our customers is important to us and we encourage our staff to look out for any signs of dissatisfaction. Every time a customer contacts us with an expression of dissatisfaction, whether by phone, letter, email, ‘My Rosebery’ resident portal or social media, our staff will record this. We are committed to resolving any issue as quickly as possible and are always looking for ways to continually improve and increase your satisfaction.

For records of our previous reports, please see our publications page. If you would like to find out more about the report and giving feedback, get in touch.

Rosebery Housing is a trading name of Town and Country Housing, which is a subsidiary within the Peabody Group and is a charitable Registered Society under the Co-operative and Community Benefit Societies Act 2014, registered with the Financial Conduct Authority No. 30167R. Registered office: Town and Country Housing, Monson House, Monson Way, Tunbridge Wells, Kent, TN1 1LQ. Rosebery Housing provides housing and repair services to customers in Surrey and West Sussex, supporting sustainable communities by forging strong partnerships, working closely with local customers and creating local jobs.

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