Complaints and Query Handling

At Settle, we're committed to creating initiatives that are led by residents, for residents. Together we defined "what good looks like" and made sure the outcomes were shaped by your ideas, experiences and priorities.

🎯 We did...

Over the last 12 months, we’ve worked with colleagues and residents to deliver the Complaints and Query Handling Improvement Plan.

As the plan comes to an end, we’d like to thank everyone who shared feedback and helped shape the actions we’ve taken!

When we asked for your thoughts on the three key themes we had identified as important to residents, you told us they do reflect what matters most to you. This helped us confirm we’re focusing on the right areas to improve.

Take a look at what’s been delivered and what’s changed below.

Better communication

Take a look at what we’ve done based on what you told us. Click on a theme below to see what’s changed.

You said: You'd value clear and accurate communication, ensuring all departments are on the same page
  1. We did
    • Reviewed how we handle first contact to make sure issues are owned properly from the start - so you feel more informed and supported right away
    • Increased quality checks on our Customer Hub to provide a more consistent service while continuously learning and improving
    • Improved several frequently asked questions based on quality checks
  2. June

    We've reviewed how we handle things when residents first get in touch, to make sure issues are owned properly from the start. You should now feel more informed and supported right from the beginning. We've already improved several frequently asked questions based on quality checks - and there are more updates on the way!

  3. May

    We're looking to increase quality checks on our Customer Hub to provide a consistent service while continuously learning and improving.

  4. April

    We're reviewing workloads to clarify ownership and ensure accountability among colleagues.

You said: You'd like a quicker resolution for your queries
  1. We did
    • Introduced a right-first-time resolution approach to reduce the need for residents to raise a complaint
    • Reviewed how we handle first contact so issues are owned and resolved from the start
    • Increased quality checks on our Customer Hub for a more consistent service
  2. June

    We've reviewed how we handle things when residents first get in touch, to make sure issues are owned properly from the start. You should now feel more informed and supported right from the beginning. We've already improved several frequently asked questions based on quality checks - and there are more updates on the way!

  3. May

    We're looking to increase quality checks on our Customer Hub to provide a consistent service while continuously learning and improving.

  4. April

    We're focusing on a Right-First-Time resolution approach, so you don't feel the need to raise a complaint.

Better case management

Take a look at what we’ve done based on what you told us. Click on a theme below to see what’s changed.

You said: You'd like to be able to report and track your complaint at any time
  1. We did
    • Launched a new complaints reporting tool on the MySettle Portal, co-tested with the Voice of the Resident Panel to make sure it's easy to use and clear for all residents
    • Continuing to explore complaint tracking as we come together as SettleParadigm
  2. September

    You can now make a complaint through your MySettle Portal using our new reporting tool! It's designed to be more supportive for residents and helps us keep you updated faster, as your details are already there.

    We're still continuing to explore complaint tracking as we continue to come together as SettleParadigm.

  3. August
    The Voice of the Resident Panel will be testing the complaints reporting tool on the MySettle Portal throughout August. They'll be holding us to account - checking that it's easy to use and clear for all residents. Watch this space!

    Once this upgrade is complete, we'll move on to Phase 2. You'll be able to track your complaint in the portal and see key updates, including when we've responded. We'll share another progress update by the end of September.
  4. April – June

    We're working with the Voice of the Resident Panel to update the online portal with a complaint tracker.

You said: You'd appreciate more empathy when raising a query or complaint
  1. We did
    • Launched Service Styles - Settle's five core commitments shaped by the voices of both residents and colleagues, defining how we deliver services
    • Over 200 colleagues have completed Service Styles training, each making a personal commitment to improving service in at least one of five key areas
  2. September

    We've launched Service Styles - Settle's five core commitments that define how we deliver services, shaped by the voices of both residents and colleagues! Visit our dedicated page here to explore the five Service Styles, see colleague commitments, and read real examples in action!

  3. August

    Over 200 colleagues have now completed "Service Styles" training! Every colleague has made a personal commitment to improving service in at least one of these five areas:

    1. Owning the experience
    2. Proactively resolving issues
    3. Great communication at our core
    4. Professionalism in every interaction
    5. Knowing our residents.

    We'll be sharing a full update, including some of the commitments made by colleagues, in September.

  4. May – June

    We've co-created with residents and colleagues our new Service Styles and will be rolling out training for all colleagues in the coming months to support them to resolve issues with care and understanding. All Settle colleagues will complete the new Service Styles training by mid-July. This will make a real difference to how supported and listened to you feel when you get in touch with us.

  5. April

    We're reviewing common queries to determine the right training for our Customer Service Hub.

Understanding our service offering

Take a look at what we’ve done based on what you told us. Click on a theme below to see what’s changed.

You said: You'd like clearer information on who to contact for different services and how to reach them
  1. We did
    • Launched an improved complaints section on our website and a new online complaints reporting tool, reviewed and approved by the Voice of the Resident Panel
    • Updated the complaints webform to match the new portal process, with clear guidance and signposting throughout
    • Updated the complaints and compliments section of the website following resident feedback - making it clearer and more helpful
    • Published clearer information on what a complaint is, what we're responsible for, and how long things should take - so you know exactly what to expect
  2. October

    The complaints and compliments section of our website has now been updated with suggested improvements from the Voice of the Resident Panel, making it clearer and more helpful for you to use. Take a look here.

    We've also updated our website to be clearer on what a complaint is, what we're responsible for, and how long things should take - so you know exactly what to expect.

  3. September

    Following feedback from our Voice of the Resident Panel, we're making some final tweaks to the new tool. Our digital team are working on these now, and we'll share an update once the improved section is live!

    The updated complaints webform on our website is now live! It matches the new tool in the Portal, so whichever way you choose, the process is simpler and more supportive. If you ever need to make a complaint, we're here to listen and put things right - just start here.

  4. August
    We're updating the Complaints and Compliments section of our website to make it clearer, more helpful, and easier to use - including a new online complaints reporting tool.

    We've also made improvements to the complaints reporting form on our website. The new version includes clear guidance to help you understand the process and what to expect next, and signposts to other teams at Settle and partner organisations if your query needs a different route.

    The Voice of the Resident Panel is reviewing both the online reporting tool and form throughout August to make sure it works well for everyone.
  5. June

    We're working with our digital team to improve our complaints webpages and reporting forms. This will include more specific questions to make it easier for you to report an issue and help us resolve your query quickly and efficiently! You can expect to see these changes throughout June and July.

    We're also looking to include a checkbox list to help categorise complaints for residents. If something you report doesn't fall under a complaint, we'll make sure you're guided to the right place with the most up-to-date information.

  6. April – May

    We're improving how contact information is displayed on our website to make it clearer and easier to find. We're also continuing to improve the portal to make reporting complaints easier while ensuring a secure process that directs issues to the right team for a timely response.

You said: You want regular updates on what a complaint is
  1. We did
    • Updated our website to be clearer on what a complaint is, what we're responsible for, and how long things should take - so you know exactly what to expect
    • Shared a complaints update in our Summer newsletter, including TSM results and a reminder on how to make a complaint and how we handle them at Settle
  2. October

    We've updated our website to be clearer on what a complaint is, what we're responsible for, and how long things should take - so you know exactly what to expect. Take a look here.

  3. August

    At the end of July, we sent out our Summer newsletter, sharing an update on complaints as part of the latest Tenant Satisfaction Measures (TSM) results. You can see what the results are showing here. It also included a reminder on how to make a complaint, along with a section on how we handle complaints at Settle.

  4. April – June

    We're reviewing how we define and explain complaints on our website. We're exploring ways to include more service information in newsletters. We'll have an update on this by the end of July.

These actions are now complete.

🔍 You said...

Thank you for all the feedback you shared on our Complaints and Query Handling services. We’re pleased to share we received a total of 496 comments from 76 survey responses. Your contributions are essential to improving our services, and creating an improvement action plan based on your suggestions.

📢 Here’s what we heard:

There were three main themes raised by residents when asked ‘what do you find most frustrating about our complaints and query services?’ These were:

  1. Delays and slow response times
  2. Poor communication and lack of follow through
  3. Accountability and customer support.

A note from Derek, Customer Resolution Manager, and Terri, Customer Service Hub Manager

"A big thank you to everyone who shared their feedback, it’s truly appreciated. Your insights are already informing our Service Improvement Plan, and we’ve already made changes all with the same goal in mind: to make things better for you.

Previously...

Between April and October 2024, we received valuable feedback from residents, helping us identify the complaints and query areas that matter most to you. We gained this feedback through Tenant Satisfaction Measures (TSM's), transactional surveys, complaints, Big Door Knocks, Neighbourhood Action Weeks, and more.

📊 Our scores as of January 2025:

We know the primary causes of resident dissatisfaction are poor communications and delays in service delivery. These issues are often linked to property concerns such as repairs, damp and mould, heating, and planned maintenance. Residents tell us they are unhappy with the lack of timely updates, unproductive appointments, and delays in resolving problems. We are keen to continue our engagement with residents, colleagues, and contractors to improve our communications and deliver positive, lasting change.

🔍 Here are the three key themes that were previously highlighted from residents' feedback:

  • Improving communication
  • Improving case management
  • Understanding our service offering

We asked residents to let us know if they agreed with the three key areas above, or if they'd like us to focus elsewhere.

A message from Derek Crook, Customer Resolution Manager, and Terri Gentle, Customer Service Hub Manager

"We are committed to providing a resolution service where residents feel heard and understood. Our approach is built on listening, trust, and mutual respect, with a focus on making things right."

At Settle we are relentlessly resident focused. Our aim is to provide homes residents are proud of and build communities that are welcoming to all.

Our 2030 plan has been developed by feedback from residents, colleagues, and local partners with priorities and commitments shaped by what we know is important to you. Improvement Plans empower you to have a say in how we deliver our 2030 vision.

We believe that working together with residents, colleagues and the community we can create real opportunities for positive, lasting change.

At Settle, we're committed to creating initiatives that are led by residents, for residents. Together we defined "what good looks like" and made sure the outcomes were shaped by your ideas, experiences and priorities.

🎯 We did...

Over the last 12 months, we’ve worked with colleagues and residents to deliver the Complaints and Query Handling Improvement Plan.

As the plan comes to an end, we’d like to thank everyone who shared feedback and helped shape the actions we’ve taken!

When we asked for your thoughts on the three key themes we had identified as important to residents, you told us they do reflect what matters most to you. This helped us confirm we’re focusing on the right areas to improve.

Take a look at what’s been delivered and what’s changed below.

Better communication

Take a look at what we’ve done based on what you told us. Click on a theme below to see what’s changed.

You said: You'd value clear and accurate communication, ensuring all departments are on the same page
  1. We did
    • Reviewed how we handle first contact to make sure issues are owned properly from the start - so you feel more informed and supported right away
    • Increased quality checks on our Customer Hub to provide a more consistent service while continuously learning and improving
    • Improved several frequently asked questions based on quality checks
  2. June

    We've reviewed how we handle things when residents first get in touch, to make sure issues are owned properly from the start. You should now feel more informed and supported right from the beginning. We've already improved several frequently asked questions based on quality checks - and there are more updates on the way!

  3. May

    We're looking to increase quality checks on our Customer Hub to provide a consistent service while continuously learning and improving.

  4. April

    We're reviewing workloads to clarify ownership and ensure accountability among colleagues.

You said: You'd like a quicker resolution for your queries
  1. We did
    • Introduced a right-first-time resolution approach to reduce the need for residents to raise a complaint
    • Reviewed how we handle first contact so issues are owned and resolved from the start
    • Increased quality checks on our Customer Hub for a more consistent service
  2. June

    We've reviewed how we handle things when residents first get in touch, to make sure issues are owned properly from the start. You should now feel more informed and supported right from the beginning. We've already improved several frequently asked questions based on quality checks - and there are more updates on the way!

  3. May

    We're looking to increase quality checks on our Customer Hub to provide a consistent service while continuously learning and improving.

  4. April

    We're focusing on a Right-First-Time resolution approach, so you don't feel the need to raise a complaint.

Better case management

Take a look at what we’ve done based on what you told us. Click on a theme below to see what’s changed.

You said: You'd like to be able to report and track your complaint at any time
  1. We did
    • Launched a new complaints reporting tool on the MySettle Portal, co-tested with the Voice of the Resident Panel to make sure it's easy to use and clear for all residents
    • Continuing to explore complaint tracking as we come together as SettleParadigm
  2. September

    You can now make a complaint through your MySettle Portal using our new reporting tool! It's designed to be more supportive for residents and helps us keep you updated faster, as your details are already there.

    We're still continuing to explore complaint tracking as we continue to come together as SettleParadigm.

  3. August
    The Voice of the Resident Panel will be testing the complaints reporting tool on the MySettle Portal throughout August. They'll be holding us to account - checking that it's easy to use and clear for all residents. Watch this space!

    Once this upgrade is complete, we'll move on to Phase 2. You'll be able to track your complaint in the portal and see key updates, including when we've responded. We'll share another progress update by the end of September.
  4. April – June

    We're working with the Voice of the Resident Panel to update the online portal with a complaint tracker.

You said: You'd appreciate more empathy when raising a query or complaint
  1. We did
    • Launched Service Styles - Settle's five core commitments shaped by the voices of both residents and colleagues, defining how we deliver services
    • Over 200 colleagues have completed Service Styles training, each making a personal commitment to improving service in at least one of five key areas
  2. September

    We've launched Service Styles - Settle's five core commitments that define how we deliver services, shaped by the voices of both residents and colleagues! Visit our dedicated page here to explore the five Service Styles, see colleague commitments, and read real examples in action!

  3. August

    Over 200 colleagues have now completed "Service Styles" training! Every colleague has made a personal commitment to improving service in at least one of these five areas:

    1. Owning the experience
    2. Proactively resolving issues
    3. Great communication at our core
    4. Professionalism in every interaction
    5. Knowing our residents.

    We'll be sharing a full update, including some of the commitments made by colleagues, in September.

  4. May – June

    We've co-created with residents and colleagues our new Service Styles and will be rolling out training for all colleagues in the coming months to support them to resolve issues with care and understanding. All Settle colleagues will complete the new Service Styles training by mid-July. This will make a real difference to how supported and listened to you feel when you get in touch with us.

  5. April

    We're reviewing common queries to determine the right training for our Customer Service Hub.

Understanding our service offering

Take a look at what we’ve done based on what you told us. Click on a theme below to see what’s changed.

You said: You'd like clearer information on who to contact for different services and how to reach them
  1. We did
    • Launched an improved complaints section on our website and a new online complaints reporting tool, reviewed and approved by the Voice of the Resident Panel
    • Updated the complaints webform to match the new portal process, with clear guidance and signposting throughout
    • Updated the complaints and compliments section of the website following resident feedback - making it clearer and more helpful
    • Published clearer information on what a complaint is, what we're responsible for, and how long things should take - so you know exactly what to expect
  2. October

    The complaints and compliments section of our website has now been updated with suggested improvements from the Voice of the Resident Panel, making it clearer and more helpful for you to use. Take a look here.

    We've also updated our website to be clearer on what a complaint is, what we're responsible for, and how long things should take - so you know exactly what to expect.

  3. September

    Following feedback from our Voice of the Resident Panel, we're making some final tweaks to the new tool. Our digital team are working on these now, and we'll share an update once the improved section is live!

    The updated complaints webform on our website is now live! It matches the new tool in the Portal, so whichever way you choose, the process is simpler and more supportive. If you ever need to make a complaint, we're here to listen and put things right - just start here.

  4. August
    We're updating the Complaints and Compliments section of our website to make it clearer, more helpful, and easier to use - including a new online complaints reporting tool.

    We've also made improvements to the complaints reporting form on our website. The new version includes clear guidance to help you understand the process and what to expect next, and signposts to other teams at Settle and partner organisations if your query needs a different route.

    The Voice of the Resident Panel is reviewing both the online reporting tool and form throughout August to make sure it works well for everyone.
  5. June

    We're working with our digital team to improve our complaints webpages and reporting forms. This will include more specific questions to make it easier for you to report an issue and help us resolve your query quickly and efficiently! You can expect to see these changes throughout June and July.

    We're also looking to include a checkbox list to help categorise complaints for residents. If something you report doesn't fall under a complaint, we'll make sure you're guided to the right place with the most up-to-date information.

  6. April – May

    We're improving how contact information is displayed on our website to make it clearer and easier to find. We're also continuing to improve the portal to make reporting complaints easier while ensuring a secure process that directs issues to the right team for a timely response.

You said: You want regular updates on what a complaint is
  1. We did
    • Updated our website to be clearer on what a complaint is, what we're responsible for, and how long things should take - so you know exactly what to expect
    • Shared a complaints update in our Summer newsletter, including TSM results and a reminder on how to make a complaint and how we handle them at Settle
  2. October

    We've updated our website to be clearer on what a complaint is, what we're responsible for, and how long things should take - so you know exactly what to expect. Take a look here.

  3. August

    At the end of July, we sent out our Summer newsletter, sharing an update on complaints as part of the latest Tenant Satisfaction Measures (TSM) results. You can see what the results are showing here. It also included a reminder on how to make a complaint, along with a section on how we handle complaints at Settle.

  4. April – June

    We're reviewing how we define and explain complaints on our website. We're exploring ways to include more service information in newsletters. We'll have an update on this by the end of July.

These actions are now complete.

🔍 You said...

Thank you for all the feedback you shared on our Complaints and Query Handling services. We’re pleased to share we received a total of 496 comments from 76 survey responses. Your contributions are essential to improving our services, and creating an improvement action plan based on your suggestions.

📢 Here’s what we heard:

There were three main themes raised by residents when asked ‘what do you find most frustrating about our complaints and query services?’ These were:

  1. Delays and slow response times
  2. Poor communication and lack of follow through
  3. Accountability and customer support.

A note from Derek, Customer Resolution Manager, and Terri, Customer Service Hub Manager

"A big thank you to everyone who shared their feedback, it’s truly appreciated. Your insights are already informing our Service Improvement Plan, and we’ve already made changes all with the same goal in mind: to make things better for you.

Previously...

Between April and October 2024, we received valuable feedback from residents, helping us identify the complaints and query areas that matter most to you. We gained this feedback through Tenant Satisfaction Measures (TSM's), transactional surveys, complaints, Big Door Knocks, Neighbourhood Action Weeks, and more.

📊 Our scores as of January 2025:

We know the primary causes of resident dissatisfaction are poor communications and delays in service delivery. These issues are often linked to property concerns such as repairs, damp and mould, heating, and planned maintenance. Residents tell us they are unhappy with the lack of timely updates, unproductive appointments, and delays in resolving problems. We are keen to continue our engagement with residents, colleagues, and contractors to improve our communications and deliver positive, lasting change.

🔍 Here are the three key themes that were previously highlighted from residents' feedback:

  • Improving communication
  • Improving case management
  • Understanding our service offering

We asked residents to let us know if they agreed with the three key areas above, or if they'd like us to focus elsewhere.

A message from Derek Crook, Customer Resolution Manager, and Terri Gentle, Customer Service Hub Manager

"We are committed to providing a resolution service where residents feel heard and understood. Our approach is built on listening, trust, and mutual respect, with a focus on making things right."

At Settle we are relentlessly resident focused. Our aim is to provide homes residents are proud of and build communities that are welcoming to all.

Our 2030 plan has been developed by feedback from residents, colleagues, and local partners with priorities and commitments shaped by what we know is important to you. Improvement Plans empower you to have a say in how we deliver our 2030 vision.

We believe that working together with residents, colleagues and the community we can create real opportunities for positive, lasting change.

Page last updated: 22 Apr 2026, 12:25 PM