Our Annual Customer Complaints Report

Our Annual Customer Complaints Report provides the key statistics about our customer complaints recorded by Rosebery from 1 April 2020 to 31 March 2021.

We view complaints as an important way of capturing feedback from our customers about the services we provide. Complaints provide valuable information about how we are performing and what customers think about our services.

During 2020/21, complaints received went up by 171.42%. Compared to 2019/20, this represents a substantial increase. On review, the main reason for this increase was the range of challenges we faced throughout the year, as we strove to provide services to our residents during the lockdowns which the Government imposed in order to try and prevent the spread of COVID-19. The key themes that led to the increase in numbers related to the implementation of our anti-social behaviour policy, delays in responding to tenancy management service requests, call-backs and non-essential responsive repairs.

Like all organisations, we had to make significant and rapid changes to how we operated and delivered services in response to COVID-19. Our top priority at all times is the safety and well-being of our residents and staff. Due to the restrictions we were required to close our office and, in the early stages, we had to limit our services to essential and emergency works only. This limited our ability to provide our usual standards of service and it was a challenging time for all of our customer-facing teams. As a result, this led to more complaints being received, compared to previous years.

Read the full report and more details on the complaints we received below.

Rosebery's Annual Complaints Report 2020-21

For more information about our complaints process and policy, check out our Compliments and Complaints page.

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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