Page 0019

19

Complaints responded to in target

Customers satisfied with the way the complaint

was handled

Customers satisfied they were kept informed

throughout their complaint

Average days to resolve a complaint

92%

59%

55%

9

2015/16

89%

65%

54%

12

2016/17

90%

75%

90%

Target

98%

60%

100%

13

2014/15

Complaints

KEY:

52%

150

7.44%

0

Total number of complaints

% upheld

% overturned

Number to Housing Ombudsman

12.22%

since

2015/16

Complaints have

reduced by:

6%

since

2015/16

Satisfaction in dealing

with complaints has

increased by:

We measure our performance to make sure we are giving you the

best possible service and highlight areas we might need to improve.

Sometimes, there might be reason to complain, but we try to make

sure that every complaint is handled quickly and effectively.

How are we doing?

Complaints Performance

This information

is from our

Annual Report

-

Index

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  2. Page 0002
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  13. Page 0013
  14. Page 0014
  15. Page 0015
  16. Page 0016
  17. Page 0017
  18. Page 0018
  19. Page 0019
  20. Page 0020
  21. Page 0021
  22. Page 0022
  23. Page 0023
  24. Page 0024

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