URL: https://democracy.stockport.gov.uk/ieDecisionDetails.aspx?ID=8835

Decision Maker: Cabinet (Housing) Committee

Outcome:

Is Key Decision?: Yes

Is Callable In?: Yes

Purpose: The Customer Feedback Annual Report 2025/26 outlines how Stockport Homes Group (SHG) uses customer feedback to improve services, meet Housing Ombudsman requirements, and place customer insight at the heart of service delivery.

Content: The Chair and Cabinet Member for Housing & Environment (Councillor Jake Austin) submitted a report (copies of which had been circulated) providing assurance to the Council in respect of the commitment of Stockport Homes Group to listening to customer feedback and providing high quality services.   The Chair reported that the annual report provided an overview of customer feedback, trends, improvements made and areas for continued development.   The following comments were made/ issues raised:-   ·         The Committee welcomed the report and noted that it had been well received by the Housing, Economy & Environment Scrutiny Committee. ·         It was stated that Stockport Homes had strong overall complaint-handling performance and high levels of compliance with the Housing Ombudsman’s requirements. ·         The Committee noted evidence of learning from complaints and welcomed the role residents played in shaping complaint handling and service improvement through customer complaint panels. ·         It was reported that there had been investment in customer insight, including expansion of the feedback team and targeted improvements in areas such as repairs and maintenance. ·         The Committee welcomed the focus on reaching customers whose voices were less often heard, including through the “Finding Silence” initiative. ·         The increase in feedback received via Members of Parliament and councillors was discussed. It was noted that scrutiny members had considered possible reasons for this increase and that some councillors had reported, anecdotally, a recent reduction in residents needing to escalate matters through elected representatives. ·         The Committee discussed the impact of artificial intelligence on complaints. It was reported that Stockport Homes was seeing an increase in AI-supported complaints, which could assist residents who may face barriers in writing complaints but could also create challenges where correspondence was lengthy, unclear or based on inaccurate information. ·         It was noted that Stockport Homes sought to engage directly with residents, including by telephone or other routes, to understand the underlying issue and resolve complaints rather than becoming engaged in lengthy correspondence that did not address the substance of the matter. ·         It was further noted that the use of AI in complaints was likely to develop and would need to be monitored both by Stockport Homes and more widely across the Council.   RESOLVED – That the report be noted.

Date of Decision: June 24, 2026