You spoke; we listened: How your feedback shapes what we do
Your voice matters. When you share your thoughts—whether it’s a complaint, suggestion, or idea—you help us improve. We believe that listening to our customers is the key to providing the best experience possible.
In this article, we’ll show you how your feedback has led to real changes, big and small.
How we record and action your feedback
Colleagues throughout Karbon work together to look over your feedback, discuss how we can make things better and take action to make improvements:
Our management team and customer groups receive regular customer feedback reports to review and put forward suggestions or ideas to make improvements.
Our colleagues who receive your feedback directly record this on our system and in response letters.
The Housing Ombudsman provides us with ways to review our service along with recommendations and changes where our service hasn’t been up to scratch.
We also share surveys with you to capture how satisfied you are with our handling of your complaints.
Introducing our new Customer Feedback Team
We’ve recently set up a new team to support us in managing customer complaints. When a new complaint is logged, it’ll be assigned to a member of the team who will work with the customer and other teams to understand and respond to issues raised. Our team will lead on providing a smooth journey and excellent customer service during complaints.
Learning from your feedback
We’ve put together the most common feedback we’ve received recently and how we’re making changes to improve our service to you.
Reducing the wait time for repairs
What you said:You were unhappy about the wait times for repairs.
What we did:We invested an additional £2.9m to recruit additional trade operatives and extra sub-contractors to respond to the increased demand for repairs and cut down on wait times for appointments.
What changed: We completed an additional 6,000 repairs last year, resulting in shorter wait times for customers.
Improving complaint response times
What you said:You were disappointed with how long it takes to get a response to a complaint.
What we did:We kept track of complaints that weren’t resolved on time with regular reports. This helped us support our teams when needed and made sure any necessary time extensions followed the Complaint Handling Code.
What changed:Our response performance improved from 88.1% in 2023-2024 to 97.9% in 2024-2025, meaning fewer customers had to wait longer than expected for a response.
Handling the increase in complaints
What you said: You wanted us to improve how we handle complaints.
What we did:At the start of the year there was an increase in complaints, we needed to address this quickly but also find a way to act more on the causes of complaints and improve the overall experience. So more colleagues got involved to ensure we kept to our promised timescales. Looking ahead, we’ve set up a new Feedback Team to work closely with our Operations experts. This means our operational teams will have more time to improve services while still providing a high-quality complaints process. We’re also hiring someone whose main role will be to learn from complaints, spot trends, and find ways to make our services even better.
What changed: We improved response timescales in the short term and the new team has been recruited and launched in May 2025.
Your voice matters. When you share your thoughts—whether it’s a complaint, suggestion, or idea—you help us improve. We believe that listening to our customers is the key to providing the best experience possible.
In this article, we’ll show you how your feedback has led to real changes, big and small.
How we record and action your feedback
Colleagues throughout Karbon work together to look over your feedback, discuss how we can make things better and take action to make improvements:
Our management team and customer groups receive regular customer feedback reports to review and put forward suggestions or ideas to make improvements.
Our colleagues who receive your feedback directly record this on our system and in response letters.
The Housing Ombudsman provides us with ways to review our service along with recommendations and changes where our service hasn’t been up to scratch.
We also share surveys with you to capture how satisfied you are with our handling of your complaints.
Introducing our new Customer Feedback Team
We’ve recently set up a new team to support us in managing customer complaints. When a new complaint is logged, it’ll be assigned to a member of the team who will work with the customer and other teams to understand and respond to issues raised. Our team will lead on providing a smooth journey and excellent customer service during complaints.
Learning from your feedback
We’ve put together the most common feedback we’ve received recently and how we’re making changes to improve our service to you.
Reducing the wait time for repairs
What you said: You were unhappy about the wait times for repairs.
What we did: We invested an additional £2.9m to recruit additional trade operatives and extra sub-contractors to respond to the increased demand for repairs and cut down on wait times for appointments.
What changed: We completed an additional 6,000 repairs last year, resulting in shorter wait times for customers.
Improving complaint response times
What you said: You were disappointed with how long it takes to get a response to a complaint.
What we did: We kept track of complaints that weren’t resolved on time with regular reports. This helped us support our teams when needed and made sure any necessary time extensions followed the Complaint Handling Code.
What changed: Our response performance improved from 88.1% in 2023-2024 to 97.9% in 2024-2025, meaning fewer customers had to wait longer than expected for a response.
Handling the increase in complaints
What you said: You wanted us to improve how we handle complaints.
What we did: At the start of the year there was an increase in complaints, we needed to address this quickly but also find a way to act more on the causes of complaints and improve the overall experience. So more colleagues got involved to ensure we kept to our promised timescales. Looking ahead, we’ve set up a new Feedback Team to work closely with our Operations experts. This means our operational teams will have more time to improve services while still providing a high-quality complaints process. We’re also hiring someone whose main role will be to learn from complaints, spot trends, and find ways to make our services even better.
What changed: We improved response timescales in the short term and the new team has been recruited and launched in May 2025.
We’ll regularly share updates about the lessons we have learned from past complaints, as well as any actions we're taking in response to this feedback and the results of these actions. Visit Learning From Our Complaints | Karbon Homes to see the latest updates.
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