Sustain UK has received positive recognition in a recent National Housing Ombudsman report, highlighting its strong tenant satisfaction and good practice in complaint handling.
Supporting 1,600 residents across 350 properties across the city, we received outstanding ratings in key areas such as complaints resolution, building safety, property standards, and tackling anti-social behaviour, performing well above national averages.
Sustain achieved an impressive 94% overall tenant satisfaction score, compared with an average of 69% for supported housing providers nationally.
In the last year, 100% of our complaints have been addressed within the Housing Ombudsman’s Complaint Handling Code.
Latest figures show a total of 196 Complaint Handling Failure Orders (CHFOs) were handed to landlords in January 2023 to March 2024 – by comparison, we received zero CHFOs in the same time frame.
Additionally, each of our properties met or exceeded the Decent Homes Standard, while 96% of residents stated that Sustain treats them fairly, with respect, and ensures their homes are well-maintained.
Phil, a Sustain UK resident who moved into one of its properties following family illness and substance abuse, shared his experience:
“The first thing I noticed was how clean everything was. When we arrived, there was fresh bedding, and our rooms had been cleaned and newly painted. In my last place, I was given dirty quilts.
If anything needs fixing, it’s dealt with straightaway. The maintenance guy was here this morning, and he’s become like a friend. If you need anything, he sorts it on the spot—it’s little things like doors and locks. Sustain and their landlords have a good system here.”
Another resident, Luke, added:
“I used to live with my dad, and we were both really depressed. Our landlord controlled the heating from his phone, and it would be freezing at night. Living here is completely different, I love it.
Before, I was in an area with lots of shared houses, so even going to the chemist was difficult if you were trying to stay off drugs. Here, I feel safe. I can leave my door open and not worry. I can put food in the fridge without someone else taking it.”
The report follows our ongoing investment in our Tenant Care and Response Framework, an area that we take great pride in. This consists of straightforward, actionable protocols designed to resolve complaints swiftly and professionally alongside highly trained, trauma-informed staff.
Commenting on the report, Ian McGregor, Managing Director of Sustain UK, said:
“The fact that Sustain UK’s performance metrics significantly exceed the industry average is a testament to our robust and creative approach to resident engagement.
Our focus on proactive communication, transparent processes, and timely issue resolution demonstrates that high standards are achievable, even in a challenging housing landscape.”
Links to the 2023/24 Housing Ombudsman Review can be found here, and the Complaint-Handling Failure Report (CHFO) can be found here.
