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 contact186
Complaints passed for further investigation416

Complaints closed in 2020/21

MeasureIn targetOut of target
Complaints resolved at the first point of contact within the 1-day target1860
Complaint investigations resolved within the 14-day target37423

Complaints escalated for review by management

MeasureIn targetOut of target
Complaints that were investigated by management within the 21-day target270

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 maladministration0

Previous reports

Complaints received in 2019/20 [PDF]

How we collect feedback

You said we did