Complaints Performance and Service Improvement Report
Our annual Complaints Performance and Service Improvement Report and Self-Assessment against the Housing Ombudsman Code was presented to and approved for publication by the Customer Committee on 4 September 2025. Following this sign off process, both documents will also go to Group Board for noting in October 2025.
The Committee highlighted the journey Octavia have been on over the last year following Abri welcoming Octavia into the group in December 2024. The Committee were assured that the self-assessment is a true reflection of Octavia’s complaint handling. The previous self-assessment in 24/25 highlighted several areas of improvement for Octavia, with clear action plans in place through service recovery to ensure these were achieved. The areas where compliance was not met in the previous year have been addressed and compliance was met on all parts of the Code in this self-assessment.
However, the Committee were clear there is now more work to be done to maintain the gains we’ve made and improve further, particularly using learning to drive service improvements and deliver lasting benefits for customers. During the coming year we’ll be able to utilise Abri’s Root Cause Analysts and Service Improvement Team to further drill down into what customer insight is telling us and how services can be improved to prevent repeat complaints. The Complaints Performance and Service Improvement Report details improvements which have been made as we’ve recovered the complaints service and made improvements to the customer experience, but this journey is by no means complete. With a centralised complaints team now in place, we need to ensure we’re offering a consistent and good quality complaints service to our customers and continue to ensure compliance with all areas of the Code.