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Board Statement
We are pleased to present the Annual Complaints Performance and Service Improvement Report for 2025 on behalf of Square Roots. The Board has reviewed this report, alongside the annual self-assessment against the Housing Ombudsman Complaint Handling Code. It forms a key part of our ongoing commitment to the Code and provides a clear overview of how we manage, learn from and respond to complaints.
Based on this review, the Board is satisfied that Square Roots’ complaints handling arrangements are compliant with the requirements of the Housing Ombudsman Complaint Handling Code, except where identified below, with actions in place to address these areas.
In support of this, we have maintained a strong focus on ensuring our complaints handling remains fair, consistent and compliant with the requirements of the Code. In 2024 we received no complaints, and in 2025 we received 16 complaints. This reflects Square Roots’ continued growth and the increasing number of homes under management during this period. The complaints have provided insight into our services and the opportunity to apply best practice and identify emerging themes, as set out in this report.
This in turn has helped us identify where improvements are needed, supporting our culture of continuous learning and service development.
As a growing organisation, we recognise the importance of maintaining an accessible and visible complaints process. While complaint volumes remain low, we understand the need to ensure customers feel confident to raise concerns and that all feedback is properly captured, considered and responded to.
Our self-assessment demonstrates that we meet the expectations of the Code in the majority of areas, supported by clear policies, defined processes and ongoing staff training. The self-assessment has also identified a small number of areas where further alignment is required, including updates to ensure full alignment with the Code. These actions are in progress and will support greater clarity and consistency for both customers and staff. All identified actions have defined owners and will be completed by [DATE – e.g. 31 May 2026], and progress is being tracked through our governance arrangements.
Board oversight and scrutiny remain central to Square Roots’ approach to complaints. The Member Responsible for Complaints has access to detailed performance reporting, providing independent scrutiny of complaint handling, themes and emerging risks. This role ensures that performance is robustly challenged, that learning is clearly evidenced and acted upon, and that accountability for service improvement is maintained at the appropriate level across the organisation. The Board receives regular reporting on complaints performance, including volumes, outcomes, themes and compliance with timescales, and uses this information to provide challenge and assurance on service quality and improvement actions.
We remain committed to providing a high standard of service as we continue to grow, and to ensuring that customer feedback remains central to how we improve, as reflected in the service improvements set out in this report.
We will continue to build on the progress made, ensuring that complaints handling remains compliant, transparent and a key driver of service improvement, using complaints to strengthen our services and deliver better outcomes for our customers.
Complaints Performance
2025
We received 16 complaints between 1st January and 31st December 2025, compared to 0 complaints received for the same period in 2024.
14% of complaints responded to were escalated to stage two.
100% of our complaint responses were completed on time.
43% of complaints were about defects, followed by rent and service charge increases with 19% each.
Complaints Stage | Stage One | Stage Two |
Complaints Received | 14 | 2 |
Findings of Non-Compliance
We were not issued with any Complaint Handling Failure Orders by the Housing Ombudsman; therefore, we have received no findings of non-compliance.
Service Improvements
Service improvements were implemented in 2025-26 as a result of complaints received in 2025.
43% of our complaints were about defects, 19% about the handling of rent increases and a further 19% about the handling of service charge increases.
Defects
Square Roots have brought 437 new homes to the market since 2023. We recognise that even with a new home things can and will go wrong. We acknowledge that in challenging economic times our customers want our support in navigating their new home, particularly as many of them are first time buyers. We’ve updated our website and improved our home user guides to improve onboarding for new customers.
Rent and Service Charge Increases
Square Roots had constructive feedback about how increases to rent and service charges were managed. Our customers are on older leases that predate recent legislation changes. Our customers are up to date with changes and recognised that the increases Square Roots implemented did not align with the Government's shared ownership rent reforms but were unsure why. We recognise that for many of our customers this was their first rent increase, in an economy where many households bills, food and other services are increasing. As a result, we’ve made improvements to our communications and expanded the FAQs we send out to customers, providing more technical information about rent reforms and how we comply.
Square Roots recognise that within these areas there are themes around communication, and that further work is needed to improve. Square Roots will be reviewing technology and engagement platforms to strengthen customer voice and improve communications and the customer journey.
Annual Self-Assessment
The purpose of the self-assessment is to set out how landlords like Square Roots demonstrate their complaint handling service complies with the provisions of the Complaint Handling Code. In addition, the self-assessment also supports us to inform our customers about service provision.
A copy of our self-assessment for 2025 can be found below.
For more information about our complaint’s performance, you can visit the Housing Ombudsman’s website for any annual landlord’s performance reports https://www.housing-ombudsman.org.uk
Customer Compliments
“Thank you very much for your support and help throughout my home-buying journey! I truly appreciate your patience, professionalism, and dedication during the whole process.”
“Thank you so much for such a swift reply and being so proactive. I deeply appreciate the help with this matter more than you can possibly imagine.”
“I have to say your totally on top of issues as always”
“Danielle is always making herself available and going above and beyond. Having a home from Square Roots has changed my life and my boys life as they now feel settled and couldn’t say thank you enough.”