Introduction Welcome to the eighth edition of Castles & Coasts Housing Association’s Residents’ Voice Report. This report provides an overview of feedback received from residents between April and September 2025, including complaints, compliments, and satisfaction surveys. It highlights how we have learned from complaints, the improvements made through our Resident Scrutiny Panel, and the activities delivered across our communities. During this period, we’ve seen an increase in both complaints and compliments from our residents. We view this as a positive sign that residents feel confident in sharing their experiences with us. Complaints are always treated as valuable learning opportunities, helping us improve our services, while compliments reflect the hard work and dedication of our teams. We remain committed to listening, learning, and delivering the best possible outcomes for our communities. We hope you find this report informative and welcome any suggestions for improvement. Details on how to contact us can be found at the end of the report.
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