Complaint performance
Complaint performance
We’re committed to publishing detailed information about our complaints, their outcome, and what action we’re taking to improve our services.
Please read our full 2020/21 complaints report [PDF] and a summary of the number of complaints is shown in the tables below.
Each month our Customer Assurance Panel, chaired by our chief executive, reviews trends and themes in the complaints raised and responds appropriately. In line with the Housing Ombudsman’s complaint handling code, we publish a complaint handling self-assessment [PDF] every year.
You can also make a complaint or see how we handle complaints on our website.
Complaints received in 2020/21
| Complaints resolved at the first point of contact | 186 |
| Complaints passed for further investigation | 416 |
| Total | 602 |
Complaints closed in 2020/21
| Measure | In target | Out of target |
| Complaints resolved at the first point of contact within the 1-day target | 186 | 0 |
| Complaint investigations resolved within the 14-day target | 374 | 23 |
| Total | 560 | 23 |
Complaints escalated for review by management
| Measure | In target | Out of target |
| Complaints that were investigated by management within the 21-day target | 27 | 0 |
Complaints esculated to the Housing Ombudsman
A total of 9 complaints were resolved during investigation by the Housing Ombudsman.
| Housing Ombudsman determination (decision) | Total |
|---|---|
| Maladministration (poor management) | 0 |
| No maladministration | 0 |
Previous reports
Complaints received in 2019/20 [PDF]