Origin Housing reported that satisfaction with landlord services among tenants rose to 64% in 2024/25, up by 2% from the previous year.
Its Annual Complaint Performance 2024/25 also showed satisfaction with safety reached 74% and satisfaction with repairs was 71%, both showing improvement.
Vicky Bonner, chair of the board and member responsible for complaints at Origin Housing, said: “I am pleased to reflect on our progress in 2024/25 and share my thoughts on where we must strengthen our efforts further in 2025/26.
“This year’s complaints performance report demonstrates a clear commitment to transparency, learning, and service improvement.
“I’m particularly encouraged by the steps we’ve taken to embed learning from complaints and to deliver tangible changes for our residents.”
Bonner added: “We have also seen improvements across our wider landlord services, with customer satisfaction up by two percentage points overall and satisfaction on 11 of the TSM satisfaction metrics better than the median for our London benchmark.
“These reflect well on the wider work to align service delivery with our Origin Oath customer service principles.
“It is particularly positive to note: A reduction in Stage 1 complaint volumes (from 920 to 830), suggesting improvements in some areas of frontline service delivery; Increased operational focus on communication, particularly through contractor accountability and internal collaboration; Resident-centred changes to complaints language, tone, and our acknowledgment of the challenges, with our continued focus on follow-through on promised actions; A strong commitment to the Housing Ombudsman Code and best practice, with no complaint handling failure orders received in the period.”
She said: “At the same time, this report rightly highlights areas where we must do better.
“The rise in Stage 2 escalations (from 113 to 212) is a signal that we are not always getting it right the first time.
“We must ensure that when actions are promised in complaint responses, these are delivered in full and monitored robustly.”
She added: “This will not only reduce repeat contact and escalation but will also restore greater confidence in our ability to act decisively and compassionately.
“Additionally, while our performance is broadly in line with London peers, the rate of maladministration (74%) across 13 Ombudsman determinations, including two severe maladministration findings, reinforces the need to focus on quality, early resolution, and internal accountability.
“The rise in ordered compensation also highlights the cost, both financial and reputational, of unresolved issues.”
She said: “As we move through 2025/26, I am reassured by the clarity of our action plan. Our continued investment in staff training, system improvements, service delivery, and contractor accountability will be critical.
“But perhaps most importantly, we must continue to focus on preventing complaints in the first place, through better joined-up services, early intervention, and a deeper understanding of residents’ individual needs and vulnerabilities.
“I remain committed to supporting the organisation in holding itself to account and in ensuring that every complaint is treated as an opportunity to improve”.
