By Shane Egan, Transformation & Governance Director, Sustain UK
Working in specialist supported housing means embracing the realities of our resident’s sometimes complex and chaotic lives, that if left in isolation, can spiral out of control.
We know from experience that if we are passive and wait for people’s problems to come to us, it’s often too late, because the damage may already have been done, either to our resident, their home or the surrounding community.
You can’t be passive and wait for complaints – you must be on the front foot and find new ways to engage with people.
So, it was very encouraging, when, in November, Sustain UK discovered it was far ahead of the industry curve set out in the 2023/24 Complaints Ombudsman league tables.
Looking at the national picture, maladministration (the inability to resolve complaints), has risen across social housing providers and local authorities.
Within its Annual Complaints Review, the Ombudsman reported a 73% overall maladministration rate, and housing associations alone accounted for 499 severe maladministrations, highlighting significant service failures.
Yet amid these concerning figures, Sustain UK stands out amongst supported housing providers as a positive example, with 89% of people who made a complaint satisfied with how we handled it, and 94% of our residents happy with our services overall.
Resident satisfaction was also aided by 100% of our properties being found to meet the Decent Homes Standard.
The fact that Sustain UK’s performance metrics significantly exceed the industry average is testament, in no small part to our robust and creative approach to resident engagement.
Our focus on proactive communication, transparent processes, and timely issue resolution, which I think demonstrates that high standards are achievable—even in a demanding landscape.
Of course, even with a hands-on approach to resident engagement, some complaints are inevitable, and once received, become a test of empathy and resolution.
Sustain UK's Tenant Engagement team on a home visit
Our focus on proactive communication, transparent processes, and timely issue resolution, which I think demonstrates that high standards are achievable—even in a demanding landscape.
Of course, even with a hands-on approach to resident engagement, some complaints are inevitable, and once received, become a test of empathy and resolution.
However, failing to address the root causes of complaints promptly can quickly erode trust between tenants and landlords, leading to distress, community tension, and unnecessary costs from repairs, fines, or legal action.
It’s the reason we developed our Tenant Care and Response Framework—straightforward, actionable protocols designed to resolve complaints swiftly and professionally.
Building on positive tenant feedback, here are some of the ways Sustain UK continues to deliver a top-quality service:
• Regular Tenants Engagement Meetings: A great opportunity to put a real face to Sustain UK, it helps our team to connect directly with tenants, building trust and confidence.
From informal events like bingo to Tenant Forums with over 100 attendees (a virtually unheard-of turnout in our sector), these gatherings allow tenants to share concerns, strengthen relationships, and address issues early.
• Regular Property Checks: Property conditions are tenants’ top concern, so our complaint resolution framework prioritises swift action. Sustain UK, managing 400+ properties, has had no Housing Ombudsman complaints about damp and mould due to promptly identifying and addressing issues.
This ‘behind the door’ knowledge, as the regulator calls it, is strengthened by our note-tracking software, which allows us to stay up to date with each tenant’s unique circumstances and needs.
• Highly Trained Staff: Our team is equipped to handle tenant complaints with professionalism and care. Empathy is a cornerstone of our approach – a quality we seek in all our staff and foster throughout our company culture.
Sustain has a much lower eviction rate compared to other supported housing providers of similar size, and this is partly because our staff are trained to resolve complaints promptly. They adhere to strict guidelines while also being trauma informed, and understand that a single complaint may reflect deeper, underlying challenges.
• It’s Not Just About Complaints: Acting early is key. Regular home visits and ongoing mediation help address issues before they escalate into formal complaints or more serious problems like anti-social behaviour (ASB). By addressing concerns early, we resolve potential challenges before they spiral.
Looking ahead, implementing proper processes can greatly improve tenant satisfaction. Our dynamic approach prioritises continuous improvement, focusing not just on complaints but also on innovative ways to enhance living conditions and ensure lasting progress.
Formed in 2009, Sustain is a not-for-profit company created in response to a growing need for quality social housing related support and accommodation for vulnerable homeless people in the West Midlands. Now a registered provider, Sustain UK’s mission is to provide vulnerable and homeless people with the opportunity to live in housing of a decent standard, to be delivered by a trained local workforce.
For more information on our services and vision, click here