At Karbon, we want every customer to receive a great service. When things don't go as expected, the feedback you provide through complaints helps us identify where we can do better and make meaningful improvements.
Here are some of the changes we've made from listening to your feedback.
Reducing repair waiting times
You said: Repairs were taking too long.
What we did: We continued our work to reduce repair waiting times through our repairs improvement programme.
The result: Fewer customers are complaining about repair delays, and waiting times continue to improve.
Making complaints clearer
You said: It wasn't always clear how to make a complaint. This included some confusion over the difference between making a complaint and making a service request, like reporting repairs or anti-social behaviour.
What we did: We have created a dedicated complaint section on our website (which you can find here). This includes information about what a complaint is and how to make one, and the difference between a complaint and a service request.
We also share regular examples of how customer feedback has helped us make changes in the news section of our website, our At home with Karbon customer magazine and our Customer Annual Report.
The result: Customers have regular, clear information about how to make a complaint and how feedback can make a difference.
Improving our repairs process
You said: You were disappointed with a lack of clear appointment times and instances of our Repairs Team attending without the correct materials.
What we did: We introduced better appointment updates by text message and improved our processes to make sure our Repairs Team have the right materials before visiting.
The result: Fewer appointments are being cancelled, and customers have more information about when to expect us.
Introducing our Feedback Team
You said: Complaint responses could be better.
What we did: In May 2025, we introduced a dedicated Feedback Team to improve the way we handle complaints and keep customers informed. Since then, we have:
- Introduced a new triage system to ensure complaints are reviewed and responded to as quickly as possible.
- Worked closely with our Operations Team to make sure complaints are progressed efficiently and any agreed timescales are met.
- Kept customers regularly updated throughout the investigation process, so they always know what is happening with their complaint.
- Appointed a team member dedicated to identifying lessons learned from complaints and helping us improve our services.
The result: Customers are receiving faster responses and reporting a better complaints experience, with customer satisfaction increasing.
Making compensation more consistent
You said: Compensation decisions felt inconsistent leaving you feeling confused and dissatisfied.
What we did: We updated our compensation policy (you can find in the Policies section of our website) so that it aligns more closely with Housing Ombudsman guidance to help ensure compensation is fair, consistent and appropriate for all customers.
The result: Customers now receive clearer explanations and a fairer, more consistent service for compensation for things like missed appointments, loss of room use, costs around heating, hot water and power, distress inconvenience and time and damage to belongings.
Taking individual needs into account
You said: We weren't always taking customers' individual needs into account
What we did: We launched a campaign called ‘Getting to Know You’ where we contacted customers and gave them the option to update the information we have about them. This data helps us understand who lives in their home and what we may need to consider when we visit.
We’ve also increased awareness among colleagues about recording and updating information on customer needs and required adjustments.
The result: Customer information is being recorded more accurately, helping us provide the right support when it's needed. We’re able to deliver a better customer experience and personalise our services to you and anyone else living in your home.
Improving communication during home improvements
You said: Communication during home improvements works needed improving as the messaging is often inconsistent with a lack of progress updates.
What we did: We introduced clearer information about home improvement works on our website, including the work we’re planning for the upcoming year and videos showing what to expect when we are making improvements to your home (you can see more on our home improvements page).
Our team also has more face-to-face conversations with customers before work starts to make sure they have a clear understanding of what the works will involve, any disruptions and who they can contact if they have any issues.
The result: Customers are reporting greater satisfaction with the information they receive before home improvement works take place.
Improving how we manage complex repairs
You said: Complex repairs were difficult to manage
What we did: We created a dedicated Major Works team to coordinate more complicated repairs involving multiple contractors.
The result: Customers needing complex repairs are receiving better support, and related complaints have reduced.
Thank you for your feedback
Your feedback continues to shape our services and helps us improve for all customers. We remain committed to listening, learning, and making positive changes based on what you tell us.
You can find out more about the changes we’ve made in response to customer feedback on the learning from our complaints page.
At Karbon, we want every customer to receive a great service. When things don't go as expected, the feedback you provide through complaints helps us identify where we can do better and make meaningful improvements.
Here are some of the changes we've made from listening to your feedback.
Reducing repair waiting times
You said: Repairs were taking too long.
What we did: We continued our work to reduce repair waiting times through our repairs improvement programme.
The result: Fewer customers are complaining about repair delays, and waiting times continue to improve.
Making complaints clearer
You said: It wasn't always clear how to make a complaint. This included some confusion over the difference between making a complaint and making a service request, like reporting repairs or anti-social behaviour.
What we did: We have created a dedicated complaint section on our website (which you can find here). This includes information about what a complaint is and how to make one, and the difference between a complaint and a service request.
We also share regular examples of how customer feedback has helped us make changes in the news section of our website, our At home with Karbon customer magazine and our Customer Annual Report.
The result: Customers have regular, clear information about how to make a complaint and how feedback can make a difference.
Improving our repairs process
You said: You were disappointed with a lack of clear appointment times and instances of our Repairs Team attending without the correct materials.
What we did: We introduced better appointment updates by text message and improved our processes to make sure our Repairs Team have the right materials before visiting.
The result: Fewer appointments are being cancelled, and customers have more information about when to expect us.
Introducing our Feedback Team
You said: Complaint responses could be better.
What we did: In May 2025, we introduced a dedicated Feedback Team to improve the way we handle complaints and keep customers informed. Since then, we have:
The result: Customers are receiving faster responses and reporting a better complaints experience, with customer satisfaction increasing.
Making compensation more consistent
You said: Compensation decisions felt inconsistent leaving you feeling confused and dissatisfied.
What we did: We updated our compensation policy (you can find in the Policies section of our website) so that it aligns more closely with Housing Ombudsman guidance to help ensure compensation is fair, consistent and appropriate for all customers.
The result: Customers now receive clearer explanations and a fairer, more consistent service for compensation for things like missed appointments, loss of room use, costs around heating, hot water and power, distress inconvenience and time and damage to belongings.
Taking individual needs into account
You said: We weren't always taking customers' individual needs into account
What we did: We launched a campaign called ‘Getting to Know You’ where we contacted customers and gave them the option to update the information we have about them. This data helps us understand who lives in their home and what we may need to consider when we visit.
We’ve also increased awareness among colleagues about recording and updating information on customer needs and required adjustments.
The result: Customer information is being recorded more accurately, helping us provide the right support when it's needed. We’re able to deliver a better customer experience and personalise our services to you and anyone else living in your home.
Improving communication during home improvements
You said: Communication during home improvements works needed improving as the messaging is often inconsistent with a lack of progress updates.
What we did: We introduced clearer information about home improvement works on our website, including the work we’re planning for the upcoming year and videos showing what to expect when we are making improvements to your home (you can see more on our home improvements page).
Our team also has more face-to-face conversations with customers before work starts to make sure they have a clear understanding of what the works will involve, any disruptions and who they can contact if they have any issues.
The result: Customers are reporting greater satisfaction with the information they receive before home improvement works take place.
Improving how we manage complex repairs
You said: Complex repairs were difficult to manage
What we did: We created a dedicated Major Works team to coordinate more complicated repairs involving multiple contractors.
The result: Customers needing complex repairs are receiving better support, and related complaints have reduced.
Thank you for your feedback
Your feedback continues to shape our services and helps us improve for all customers. We remain committed to listening, learning, and making positive changes based on what you tell us.
You can find out more about the changes we’ve made in response to customer feedback on the learning from our complaints page.
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