We are committed to delivering the best possible services to you. We welcome your feedback, which may be in the form of a complaint or compliment as they help us to learn and improve. Our complaints and compliments procedure is managed by our agents, Bernicia.

Complaints Procedure

Complaints Performance and Improvement Report 2024/2025

Member with Responsibility for Complaints - Kristine Grey, Vice Chair, has made the following statement in response to the report:

The 2024/25 Complaints Performance and Service Improvement Report, including a self-assessment of compliance with the Housing Ombudsman’s Complaint Handling Code was developed in collaboration with our Managing agent Bernicia, before being presented to the Square Building Trust committee members and the subsequent Committee meeting.

This assures us that Square Building Trust is complying with the Complaint Handling Code and that the content of the report is a comprehensive and accurate reflection of the experiences of tenants, and the work of Bernicia our managing agent.

During 2024/25 tenants were heavily involved in the review and revision of Bernicia’s Complaints Policy and Procedure, to ensure the approach to receiving and resolving complaints was effective and efficient. To monitor the success of that, complaint satisfaction surveys have been introduced.

Working in partnership, tenants, colleagues, and the Committee are confident that complaints into the Square Building Trust are considered seriously, with a focus on firstly resolving complaints and then learning from them, to identify any themes and improvements to service design and delivery.

I trust the report gives readers a balanced view of our performance and the improvements we have made because of the valuable insight that complaints and other feedback generates for us.

Part One: Overview - Download PDF

Part Two: Appendix - Download PDF