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 2019 to December 2019, we received 52 complaints in total. 31 of those complaints were Stage 1 - we responded to 25 (80.6%) of these within our target time of 5 days. 22 complaints were raised to Stage 2 - we responded to 14 (63.6%) of these within our target time of 20 days.

Outcomes

After investigating the complaints we received, 32 (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.

Here a a couple of examples of Service Improvements put in place after recent complaints received.

Detail of complaint received	Service Improvement Implemented
Former tenant complained about not receiving the Gold Service Golden Goodbye when they moved out from the property.	This was due to the condition of the garden. This is information is now included in the inspectors forms to ensure it is highlighted that gardens must be neat and tidy to comply with the requirements for receiving the Golden Goodbye.
Owner complained about close lighting being out for a long period of time	A regular programme of 6 monthly inspections will take place to ensure all lights are working and replace bulbs as required.