Introduction
The Board of Trustees’ response summarises its assessment of Quo Vadis Trust’s complaint handling performance during 2025/26. It reflects on the progress made over the past year, acknowledges areas requiring further attention, and sets out the Board’s commitment to strengthening governance, transparency and continuous service improvement in line with the Housing Ombudsman Complaint Handling Code.
Key Highlights
Stronger complaint handling performance
Quo Vadis Trust achieved its highest informal resolution rate in three years (58%), while Stage 1 complaint escalations fell to 17%, demonstrating continued improvements in resolving concerns at the earliest opportunity.
Stronger complaint handling performance
The Board has strengthened its oversight of complaints by appointing the Chair of the Board of Trustees as the Member Responsible for Complaints, with ongoing monitoring and service improvement remaining a key priority for 2026/27.
Performance at a Glance
Informal Resolution Rate
Three-year trend
The highest informal resolution rate in three years shows more concerns are being resolved quickly without the need for formal escalation.
Stage 1 Escalation Rate
Three-year trend
Fewer complaints are escalating to Stage 1, reflecting improved early resolution and a more effective complaints process.
Source: QVT Board of Trustees' Response to the Annual Complaint Handling Performance Review 2025/26.
Read the full report
Download the complete Board of Trustees' Response to the Annual Complaint Handling Performance Review 2025/26 to read the Board's full assessment, observations and commitments for the year ahead.