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.

To download the policy click on the following PDF:

Complaints Policy - November 2025

For more information on how Bernicia handle our complaints visit:

Complaints & Compliments Procedure

Complaints Performance and Improvement Report 2025/2026

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

The 2025/26 Complaints Performance and Service Improvement Report provides an overview of complaints performance, the improvements made in response to customer feedback, and our assessment of compliance with the Housing Ombudsman’s Complaint Handling Code. The report has been developed in partnership with our managing agent, Bernicia, and reviewed by the Square Building Trust Committee, ensuring appropriate scrutiny and oversight.

Over the past year, Bernicia has continued to strengthen its approach to complaints handling and service improvement. This has included targeted initiatives to improve repair services, enhanced case management arrangements, and investment in systems that provide greater visibility and coordination. Complaints remain an important source of insight and learning. By reviewing complaint outcomes, identifying trends, and considering guidance from the Housing Ombudsman, we are better able to understand where services are performing well and where further improvements are needed.

 The reporting of complaints to the Trust’s committee also allows discussion with all committee members and awareness of any particular complaint or if there is a pattern of similar complaints and what is being done to address them.

The Committee is encouraged by the progress made during 2025/26 and remains committed to ensuring that customer feedback continues to influence decision-making. This report highlights the positive steps taken to address challenges and demonstrates our ongoing commitment to delivering quality services to tenants while learning from every opportunity to improve.

Part One: Overview - Download PDF

Part Two: Appendix - Download PDF