Putting Things Right: Our Complaints Report & How We’re Improving Services
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The Customer Service Promise
At GCHA, we’re committed to learning from feedback and improving the way we respond to and manage complaints. Each year, we publish our Annual Complaints & Service Improvement Report, which looks at the number and nature of complaints received, how we handled them, and the improvements we’ve made as a result.
This year’s report (April 2024 – March 2025) shows the steps we’re taking to build trust and transparency through better communication, faster response times, and closer collaboration with residents and contractors.
We’ve also completed our annual self-assessment against the Housing Ombudsman Complaint Handling Code. This ensures we are meeting national standards for fair and effective complaints handling.
You can read both documents here:
Download our 2024/25 Complaints & Service Improvement Report
Together with our Resident Engagement Panel, we’re taking action to ensure lessons are learned, standards improve, and your voice continues to shape the future of GCHA services.