Annual Complaints Performance Report 25-26

Our Annual Complaints Performance and Service Improvement Report for 2025–26 highlights how customer feedback is helping to shape and improve Sparrow’s services.

In our first full year under Sparrow management, complaint volumes fell by 36%, response times improved, and we strengthened our approach to complaints handling, governance and customer engagement.

The report also sets out the key themes raised by customers, the improvements already delivered, and our plans for 2026–27 to resolve issues earlier, strengthen communication and ensure customer insight continues to drive service improvement.