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Complaints - how we're doing

We're commited 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 report and a summary of the number of complaints is shown in the tables below.  

Each month our Customer Assurance Panel, chaired by our executive director of customer services, reviews trends and themes in the complaints raised and responds appropriately. In line with the Housing Ombudsman's complaint handling code, we publish a Complaints handling self assessment [pdf] each quarter.

You can also make a complaint or see how we handle complaints on our website. 

Complaints received in 2020/21

Complaints resolved at first point of contact 186
Complaints passed for further investigation 416
Total 602

Complaints closed in 2020/21

    In target Out of target
Complaints resolved at first point of contact within 1 day target 186 186 0
Complaint investigations resolved within 14 day target 374 374 23
Total   560 23

Complaints escalated for review by management

  In target Out of target
Complaints that were investigated by management within 21 day target 27 0

Complaints escalated to the Housing Ombudsman

Total 9
Complaints resolved during investigation by the Housing Ombudsman 9

Housing Ombudsman determination (decision)

Maladministration (poor management)

No maladministration

 

0

0

Previous reports

Complaints handling self assesment Q4 20-21 [pdf]

Complaints received in 2019/20 [pdf]

 

 

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