Introducing the Annual Complaints Performance and Service Improvement Report 2024/25
This year, we have taken a significant step forward in our commitment to transparency and continuous improvement by reporting on all complaints received across our services—not just those falling under the remit of the Housing Ombudsman.
The report reflects our commitment to listening, learning, and acting on feedback, demonstrating our ongoing efforts to strengthen our complaint handling and enhance service delivery. It outlines key themes, lessons learned, and the improvements we've made as a direct result of client and tenant feedback.
Publishing this report is part of our wider commitment to accountability and to making sure every complaint is an opportunity to improve.
We invite you to read the full report and see how your feedback is helping to shape better services.
Our Board Members Said:
As Board Members at Inspire North, we’re pleased to share our reflections on this year’s Annual Complaints and Performance Service Improvement Report (2024/25).
This has been a year of major change and progress, not least our move to a single, unified Community Benefit Society. That shift has brought greater consistency across our services and helps us better meet the needs of the people we support.
What’s especially encouraging in this year’s report is the strong evidence that our commitment to transparency and accountability is making a real difference. There were no findings of non-compliance with the Complaints Handling Code, and that’s something we’re proud of. It reflects a culture where feedback is welcomed, acted on, and used to drive meaningful improvements.
The decrease in property-related complaints shows that the hard work to improve how we respond to concerns such as dampness and mould and repairs has paid off, with issues getting resolved before reaching the complaint stage. It means our clients and tenants trust us to listen. As a Board, we see this as a clear sign that our approach is working.
We’ve also seen some real developments in how learning from complaints is used to shape services, from trauma-informed practice in evictions to better communication, and the roll-out of new training and resources for employees. The introduction of the Feedback and Satisfaction Governance Framework is another strong step, giving us clearer oversight and accountability.
We’d like to thank all who’ve helped us keep improving. While we’re proud of the progress, we’re also clear that there’s always more to do. We remain committed to listening, learning, and working together to keep raising standards for everyone we support.
Sincerely,
Inspire North Board Members