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.

Since April 2018 we have received 60 complaints in total. 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.

This year 49 of our complaints were Stage 1 – we responded to 47 (95.9%) of these within our target time of 5 days. 11 complaints were raised to Stage 2 – we responded to 9 (81.8%) of these within our target time of 20 days. 

Outcomes

After investigating the complaints we received, 35 were upheld (58.3%), 8 were partially upheld (13.3%), and 17 were not upheld (28.3%). 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. The top 3 areas of complaint were:

Service improvements

We have heard your complaints and taken this feedback on board.

You said:

Tenant said he had to call out an emergency contractor but was not home when the contractor arrived which resulted in a no access card being left. There was no date or time of arrival left on the no access card – this should have been supplied for the tenant’s information.

We did:

We raised this feedback as a Stage 1 complaint and apologised to the tenant – this complaint was partially upheld as the contractor did not supply all relevant information. It has been raised with our contractors that all no access cards must include an accurate report of dates and times in order to supply tenants with all relevant information.

We’re continuing to work towards improving our services as a result of your feedback.