Complaints and compliments

Complaints

Sometimes things don’t go quite right or as well as they should. If you’re unhappy with any aspect of our services, please tell us so we can put things right.

If you need us to provide a service or fix a problem, please report it and we will take action to resolve your service request. If you’re not happy with the standard of service provided, you can enter our complaint process as outlined below.

Make a complaint

Complaints Performance

Our latest Complaints Performance and Service Improvement Report is available to read in the ‘Complaints Performance Reports’ downloads section.

Terminology explained
To help understand our reports, here are the meanings of some of the terms used:

• Service request – a request from a customer requiring action to provide a service or fix a problem when reported
• Complaint – an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Salix Homes, its own staff, or those acting on its behalf, affecting a resident or group of residents.
• Upheld – we have found to be at fault in some way
• Housing Ombudsman Service – an independent, impartial, and free service for social housing residents, to investigate complaints and resolve disputes involving the tenants and leaseholders of social landlords.
• Maladministration – a failure to carry out our duties properly and fully
• Overturned – a change in decision or outcome
• Determination – decision or outcome
• Compensation – something awarded to recognise loss, damage or a problem
• Member Responsible for Complaints (MRC) – responsible for ensuring that complaint handling drives service improvement for residents and learning and business improvement for the organisation. Their role is to champion a positive complaint handling culture, seeking assurances that complaints are being managed, change is happening and customers are being heard through the process.

Board and Customer Committee response

Our Board approved the complaints report at their meeting on 22 September 2026 and said:

“We are encouraged by the positive steps being taken to strengthen how we listen to customers, learn from feedback and improve services. This year we have seen continued commitment to complying with the Housing Ombudsman’s Complaint Handling Code, improving transparency, and ensuring that complaints are used as an important source of learning across the organisation. The Board has also welcomed the introduction of a new Customer Service Strategy which places listening, learning and customer influence at the heart of service delivery.

While there are many areas of strong performance, we recognise that customers are telling us there is more work to do, particularly in relation to complaint handling and aspects of the repairs service. We have therefore challenged the organisation to better understand the reasons behind customer dissatisfaction, even where services are being delivered within target timescales, and to focus on improvements that make a real difference to customers’ experiences.

The Board remains committed to ensuring that every complaint is treated as an opportunity to learn and improve. We will continue to monitor performance closely, seek assurance that lessons are being acted upon, and ensure customers can see how their feedback has influenced decisions and service improvements. Our aim is not only to resolve issues when they arise, but to build trust by demonstrating that customers’ voices are heard, valued and acted upon.”

Ahmed Malek, Board Member Responsible for Complaints

Our Customer Committee approved the complaints report at their meeting on 1 September 2026 and said:

“We are assured that Salix Homes’ approach to handling complaints is robust, thorough, and compliant with the Complaint Handling Code 2024. The Customer Committee is satisfied that customers have a number of ways to make a complaint and that Salix Homes takes customer dissatisfaction seriously, and is committed to putting things right, as well as learning from customer feedback through complaints. We hold Salix Homes to account by receiving and reviewing 6-monthly complaint handling reports, as well as working to review the complaints handling processes through our customer Complaints Oversight Group.”

John Beattie, Chair of Customer Committee and Board Member.

Social housing issue? Know your rights, know how to complain

Everyone deserves a home that is safe, secure, and well maintained. If you live in social housing, your landlord is responsible for fixing issues including damp and mould, leaks, broken locks or changes you need to your home if you’re disabled. They can also help with anti-social behaviour, like noisy neighbours.

Know the steps to get an issue fixed.

1. Report it to your landlord. Then, if it is not fixed…
2. Complain through your landlord’s complaint process, and if you’re not happy with the final response from your landlord…
3. Escalate your complaint to the Housing Ombudsman.

Advice about contacting the Housing Ombudsman
The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action.

Once the Housing Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks.

Know your rights:

• Download the government’s information leaflet
• Visit www.gov.uk/social-housing