In response to the article written by Inside Housing, Matt Campion, chief executive of Shepherds Bush Housing Group said: “Customer satisfaction is one of our most important business priorities and we are always disappointed when a resident feels they need to complain. The underlying issues which led to these results are already being addressed through our group-wide business transformation programme. We have, and continue to take, positive, practical action.
“We have reviewed our complaints policy and reallocated resources to address the issues that give rise to complaints. We are using lessons learned to feed into our improvement plans. We are doing this in partnership with our newly reformed resident scrutiny panel and with input from the Housing Ombudsman.
“We are now seeing the results from this positive action, with just five cases referred to the ombudsman this year. We support all forms of transparency and will be reporting on this in our tenant annual report.”