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Complaints

Every customer should have access to services that are easy to use, and they can trust.

If you’re not happy with what we’ve done, how we’ve done it or the behaviour of one of our team members or contractors please tell us. We will respond effectively and fairly to the points you raise.

To make a complaint, use the complaint form on this website or contact us.

If the problem is about the behaviour of your neighbours or their pets, or others in your neighbourhood please use the Report problems with neighbours form or contact us.

Handling your complaints

We want to resolve as many complaints as possible at the first point of contact and only refer more complex complaints to other teams to investigate.

Our aim is to resolve simple complaints within 1 day, and 14 days for complaints that are referred to other teams.

You can find more on how our complaints procedure works in the document How we handle complaints.pdf 

How we’re doing

 
New complaints received in 2019/20

 

Complaints resolved at first point of contact

240

Complaints passed for further investigation

347

Total new complaints raised

587

 

Completed complaints in 2019/20

 

In target

Out of target

Complaints resolved at first point of contact

(1 day target)

 

240

240

0

Complaint investigations completed

(14 day target)

342

265

77

Total complaints closed

582

505

77

There were 5 ongoing complaints, still within the 14 day target at the time this data was produced.

 

Investigated complaints escalated for review by settle management

 

In target

Out of target

Complaint investigations reviewed

(21 day target)

87

87

0

 

Complaints escalated to Housing Ombudsman

6

Complaints resolved during investigation by Housing Ombudsman

2

Housing Ombudsman determination (decision)

  • Maladministration (poor management)
  • No maladministration

 

1

3

Improvements we’re making

We always look for ways to do better based on customer feedback. Right now we are:

  • Changing how we log and manage our complaints to speed up resolution
  • Making our complaints process easier to access and keeping customers informed at each stage
  • Focussing on delivering fairness and putting things right when things go wrong
  • Reviewing trends and themes in the complaints raised. Our monthly Customer Assurance Panel, chaired by our Executive Director of Customer Services, will take appropriate action.

In September 2020, the Housing Ombudsman published a new Complaint Handling Code setting out good practice for landlords to respond to complaints effectively and fairly. We see the new Code as a positive move forward that provides clarity of expectation and focuses on good outcomes for our customers.

We’re adapting our processes to comply with the Complaint Handling Code by 31 December 2020 and this page will be updated frequently.

 

Last updated: 22 September 2020

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