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.
Number of complaints received
Percentage of complaints responded to within 10 working days
Percentage satisfied with the way their complaint was handled
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: