250
Complaints received
Complaints performance
Find out the latest performance results and how we are learning and improving from complaints.
2023/24 - Quarter 4
100%
of Stage 1 complaints were responded to in time (target 10 working days)
100%
of Stage 2 complaints were responded to in time (target 20 working days)
43%
of complaints were related to repairs. This was the most common reason for complaints with waiting times for appointments, unresolved issues and being left without key facilities being key drivers.
Quarterly performance 2023/24
166 complaints received
100% of Stage 1 complaints were responded to in time (target 10 working days)
100% of Stage 2 complaints were responded to in time (target 20 working days)
63% of complaints were related to poor service. This was the most common reason for complaints.
156 complaints received
100% of Stage 1 complaints were responded to in time (target 10 working days)
100% of Stage 2 complaints were responded to in time (target 20 working days)
58% of complaints were related to poor service. This was the most common reason for complaints.
223 complaints received
100% of Stage 1 complaints were responded to in time (target 10 working days)
100% of Stage 2 complaints were responded to in time (target 20 working days)
24% of complaints were related to customers being left without key facilities. This was the most common reason for complaints.
Learning and improving from complaints
Lesson 1
What you told us?
The waiting time for damp and mould works to be completed was too long and the presence of mould in a home can cause customers anxiety that it might impact their health.
What we did?
We have collaborated with B4Box, a Social Value construction training provider, to carry out specialist rapid response mould eradication treatment within ten working days of a customer reporting mould in their home.
What we learned?
It is important to proactively remove mould from the property and investigate the cause while planning the necessary repairs to ensure customers' safety in their homes.
Lesson 2
What you told us?
Sometimes following major works customers had to call us back as the issues had not been fully resolved or had reoccurred.
What we did?
We now book a post-inspection appointment within six weeks of the work being completed. This enables us to identify if any snags are outstanding and to check that the works have been completed to the correct standard.
What we learned?
It’s important that we inspect a property post works to be proactive in avoiding a reoccurrence of any issues and to ensure that the customer is satisfied. It also prevents the need for customers to have to make repeat contact with us.