Whilst the volume of complaints continues to increase year on year, the numbers represent a small percentage of our contact points with residents (around 1%). This year’s increase of 10% was smaller than in previous years and shows a slowing growth trend. Each time we receive a complaint it is passed to the service manager to be investigated.
During 2025–26 some residents were satisfied that their complaint was taken seriously, handled politely, and resolved once it was formally raised, whilst others felt disappointed, due to slow responses, lack of follow-up, or feeling that nothing was happening.
In many cases, dissatisfaction came from the underlying issue (such as repairs or ASB), rather than the complaints process itself nevertheless new arrangements are now in place to improve response times, ownership, and communication.
We always welcome your feedback as it allows us to put things right when we don’t quite meet your expectations or you experience a failure in our service. Complaint information and learnings are shared across the company to ensure we are continuously improving.
Complaints received
2025/26
676
2024/25: 614; roughly +10%
Conversely compliments increased by over 18.5% when compared to 2024/25, a large increase reflecting a continued focus on supporting residents.
Compliments received
2025/26
533
2024/25: 449; +18.7%
We just wanted to thank you for nominating our home to have solar panels fitted. The process from start to finish was efficient and professional, the workmen from the fitters and scaffolding company were courteous and took time to explain the system, answering our questions with politeness. We wanted to say how much we appreciate this especially in the current financial climate. Thank you.
I would like to compliment the above named staff for their politeness and courteous manner when working consistently on number 9 next door to me. They always said good morning and had a cheerful disposition. They left everything tidy and always let me know if they had to use loud machinery! They are both a credit to Fairhive many thanks!
I have had a massive amount of support and home improvements done when moving into my Fairhive flat… you kindly sorted a new high fence… put up a security light and a camera door bell. This has made such a difference… I do feel your employees have gone above and beyond to help…