You said, we did – listening to your feedback

Here at Karbon, we have customer forums and panels so you can share your views on Karbon Homes. Every piece of feedback goes to our teams so we can improve the way we work. 

Here are some changes we’ve made based on what our Residents' Committee told us: 

You said: 
Customers should feel confident about making complaints and know that Karbon listens and acts. 

We did: 
We made the complaints process clearer and easier to understand. We’ve used posters, emails, and our customer magazine to explain how to complain. We also simplified our leaflet and video and shared real examples of complaints we’ve upheld and the improvements we’ve made. 

What changed: 
More customers are making complaints, which means they feel confident speaking up. We’ll keep monitoring this and ask for feedback on how easy the process feels. 

You said: 
Make the complaints service more accessible, especially for customers who face language barriers or disabilities. 

We did: 
We created shorter, simpler versions of our complaints leaflet and video and made them available in six different languages to reflect our communities. 

What changed: 
Complaints have increased, and we’ve checked that no group is being left out. We’re now collecting more demographic data to keep improving. 

We also share regular updates about what we’ve learned from complaints and the actions we’re taking in the Learning from out complaints section.