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
Help us to help you
Want to influence how complaints are handled?
Want to give insight and thoughts into our complaints
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
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
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 firstname.lastname@example.org
Description 2018/19 Difference
Number of complaints
Complaints responded to in target
Satisfaction with how your complaint was handled