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8

A focus on

complaintsWe want to deliver the best quality of service we can, so

measuring our performance and highlighting areas in which

we can improve is something we do lots of.

Complaints is one area we keep a close eye on to make sure

they are handled quickly and effectively so that everyone has

the best possible outcome.

The amount of complaints has risen by 43% since 2017/18.

This has been a huge focus of ours. We are spending lots of

time looking into why this is, and how we can improve this

going forward.

Help us to help you

Want to influence how complaints are handled?

Want to give insight and thoughts into our complaints

procedure?

Want to help shape our services to make them the best that

they can be for you?

We have a Complaints Monitoring Panel made up entirely of

tenants. The group looks at a range of complaints to see what

common themes there are, what lessons can be learnt, and

how the affected services can be improved to increase tenant

satisfaction.

They meet every three months but, if you are unable to attend

meetings, we are introducing digital methods in the next few

months where you can still have your say and give us your

valued input.

Amanda Stansfield-Caladine, a tenant who recently attended

the last meeting, said: "It was the first meeting I had been to,

and I liked how open and honest it was.

"I felt included, and I learnt a lot about complaints that

I didn't know about before. It's great that we have this

opportunity to make an impact."

If you would like to be involved, or to find out more about the

group, email customer.engagement@ongo.co.uk

Description 2018/19 Difference

Number of complaints

Complaints responded to in target

Satisfaction with how your complaint was handled

308

93%

56.3%

441

81%

56.1%

43%

increase

12% drop

Little

change

2017/18

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