As part of providing more opportunities for customers to feedback on our services and engage with the organisation as a whole, we’ve prioritised developing our customer engagement. Over the past year, all of our customers were invited to attend quarterly customer engagement meetings where they could share their experiences of Squared, including any areas for improvement.
We will be continuing to encourage customers to join our customer engagement group meetings either in person or online as part of our commitment to ensure customers are involved in our decision making and the improvement of our services.
Feedback from our customers is crucial for us to continuously improve our services. Every two years we carry out a comprehensive Tenant Satisfaction Survey. Our next survey will be issued in Autumn 2025.
Click here to see the findings from our last survey.
Here are some of the things we have implemented following the last survey:
We view complaints and any other feedback, including comments and compliments, as a valuable opportunity to learn. It guides us on improving our service delivery and team member development, as well as ensuring we communicate with our customers more effectively. Complaints give us an opportunity to put things right for our customers in a fair and reasonable way.
As a member of the Housing Ombudsman Scheme, we follow the Housing Ombudsman’s Complaint Handling Code and assess our complaints handling performance annually against this. Our annual complaints performance and service improvement report includes details on the number and types of complaints we received and handled. The report also includes our complaints handling self-assessment.
Visit our complaints handling page to view the report and self-assessment.
We received 28 complaints during 2024-2025. Three of those complaints were escalated to Stage 2.
| Complaints by Service Area | Count |
|---|---|
| Homes | 3 |
| Homes & Governance | 1 |
| Homes With Support | 7 |
| Landlord Services | 3 |
| Property Services | 13 |
| Various Departments | 1 |
| Total | 28 |
The topics and statistics of the 28 complaints are provided in the following table:
| Reason | Stage | No. |
|---|---|---|
| ASB Handling | One | 1 |
| Compliance | One | 1 |
| Team Members | One | 11 |
| Pest Control | One | 1 |
| Gardening | One | 1 |
| Repairs | One | 5 |
| Lack of response to a service request | One | 1 |
| Cleaning and Pest Control | One | 1 |
| Rent Refund | One | 1 |
| Theft | One | 1 |
| Contractor | One | 1 |
| Team Members | Two | 1 |
| Repairs | Two | 2 |
| Total | 28 |
