Making a Difference
to people's lives

Complaints Performance and Service Improvement

The Housing Ombudsman Service (HOS) introduced a revised Complaints Handling Code in 2024.

At Wrekin, as part of Housing Plus Group, we are committed to being open, accountable and continually improving the services we provide to our customers. Our annual Complaints Performance and Service Improvement Report is a key part of this approach. It sets out how we assess our performance, the feedback we receive, and the actions we take to learn and improve.

This report reflects our self-assessment against the Housing Ombudsman’s Complaint Handling Code and covers all legal entities within Housing Plus Group. It provides transparency on how complaints are managed, what we’ve learned from them, and how customer feedback directly shapes service improvements across the organisation.

Before viewing our Complaints Performance and Service Improvement Report 2024–25, please note that you will be redirected to the Housing Plus Group website to access the full report.

All documents relating to the report can be found here, where you can also access previous years reports.