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A focus on complaints

We want our services to be the best they can be, so

recognising and highlighting areas where we can improve is

something we always strive for.

Complaints are just one area which we monitor closely. This

is to ensure they are handled quickly and effectively so that

you have the best possible outcome.

We received more complaints in 2019/20 than in the

previous year, and we were under the percentage for the

amount of complaints responded to in target.

Since then, we have carried out lots of work to improve

further. We've simplified our complaints system and

reporting, a project team was set up to monitor any themes,

and we now have a dedicated Customer Relations team

whose role is to improve complaint handling and to ensure

learning takes place for the future.

In recent months, the Housing Ombudsman has published a

new complaint handling code - check it out at

housing-ombudsman.org.uk. We are currently working

on our self-assessment against this, and considering

what changes are required to be compliant with the new

code. When completed, it'll help us to further improve our

complaints procedure for the coming year.

We have a Complaints Monitoring Panel

made up of tenants. The group meet every

two months to look at how complaints

have been processed, to see if there are

any themes, and to help improve the

complaints process for all.

Description 2019/20

Number of complaints received

Percentage of complaints responded to within 10 working days

Percentage satisfied with the way their complaint was handled

by Ongo

441

81%

56%

459

80%

64%

2018/19

Did you know?

This means that you can help to shape and

influence our complaints procedure from

start to finish. If you would like to find out

more, check out:

ongo.co.uk/customerengagement

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