Complaints performance

We value all feedback we receive and rely on this to help keep our services at a satisfactory level. We use complaints as an opportunity to identify the areas in which we need to improve in order to provide the best possible services for our tenants.

When you make a complaint, we aim to respond within 5 working days. If you’re unhappy with this response or the complaint requires further investigation, we will raise your complaint to Stage 2 and aim to reply within 20 working days.

From April 2018 to March 2019, we received 116 complaints in total.  95 of those complaints were Stage 1 - we responded to 80 (84.2%) of these within our target time of 5 days.  21 complaints were raised to Stage 2 - we responded to 16 (76.2%) of these within our target time of 20 days. 

Outcomes

After investigating the complaints we received, 58 (61%) were upheld.  All tenants who submitted a complaint to us received a full response.

Your feedback has helped us to identify the areas in which we most need to improve.