Recent complaints have highlighted that if residents contact us to report complaints or Anti-Social Behaviour (ASB) cases through our resident portal MyHomeOnLine (MHOL) the information they see following the initial report can be misleading. We want to explain what’s happening — and more importantly, what we’re doing to fix it. 

You said: After you’ve reported a complaint or ASB case on MHOL, when you go back to your account the case can be shown as ‘Closed’ without you having had any further contact from us.  

We’re doing: We understand how misleading and frustrating this can be and would like to apologise to anyone that has had this experience. Cases are showing as ‘Closed’ on MHOL because the report has been moved across to our internal system for action, not because our work on the case has finished.  

We’re working with our IT team to see if we can change this process. Ideally, we want to ensure that residents can track the progress of their case online and receive clearer updates. This may take some time, but we’ll keep you informed as these changes are made. 

In the meantime, if you see a ‘Closed’ status on a complaint or ASB case you’ve submitted, please be assured that your report is being dealt with. Our teams will be in touch in line with our policy timescales to help resolve the issue you’ve reported. 

Thank you for your patience and for helping us improve the way we communicate.