Our complaints performance reports

All landlords are required to evaluate their complaint handling procedures against the code.

The Housing Ombudsman Service has provided a self-assessment form to support in doing this.

Below you will find:

Our annual 2023-2024 complaints performance and service improvement report
Our landlord report 2022-2023
Our Complaint Handling Code Self-Assessment for April 2024
Our response to the annual complaints performance and service improvement report

Karbon's annual 2024-2025 complaints performance and service improvement report

This report looks at our performance with handling complaints over 2024-25, an overview of what they related to and our response to these complaints.

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Landlord report - Karbon Homes Limited 2023-2024

The Ombudsman's 2023-2024 landlord report provides information on Karbon Homes' cases reviewed by the Housing Ombudsman from April 2023 - March 2024.

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Karbon Complaints Handling Code Self Assessment April 2025

In this assessment we review the service we provide to our customers and how this meets the Complaint Handling Code.

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24/25 Complaint Performance and Improvement Report

In this document Karbon’s Board review our 2024/25 annual complaints performance and service improvement report, including our annual self-assessment against the Complaint Handling Code.

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Karbon's annual 2023-2024 complaints performance and service improvement report

This report looks at our performance with handling complaints over 2023-24, an overview of what they related to and our response to these complaints.

View report

Landlord report – Karbon Homes Limited 2022-2023

The Ombudsman’s 2022-23 landlord report provides information on Karbon Homes' cases reviewed by the Housing Ombudsman from April 2022 - March 2023.

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Karbon Complaint Handling Code Self-Assessment April 2024

In this assessment we review the service we provide to our customers and how this meets the Complaint Handling Code.

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23/24 Complaint Performance and Improvement Report

In this document Karbon's Board review our annual complaints performance and service improvement report, looking at the risks identified, lessons learned, areas of achievement and challenges.

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