Complaints Performance

Handling your complaints - how well are we doing?

Date Posted: 2nd of September 2013

A new complaints handling procedure was implemented on the 1st October 2012. Today we are now able to report to you on our performance for a full six months up to 31 March 2013 and inform you about some of the improvements we have made as a direct result of your feedback on our services.

Complaint Breakdown 1 October 2012 to 31 March 2013:

Number of complaints for 6 months:            
1st Quarter : 161                                    
2nd quarter: 105                                  
Total: 266

Complaint Type:*
Stage 1 - 265
Stage 2 - 1

Complaint Categories:
Repairs: 178
Unhappy with Service: 60
Staff Attitude: 10
Policy: 9
Process: 9


You Told Us

  • Unhappy with the standard of our repairs and maintenance service.
  • Better quality of caretaking services required.

Action Taken

  • We took your feedback regarding the repairs and maintenance service and worked with our contractors to address the common causes of dissatisfaction which led to a 40% reduction in complaints.
  • We developed new cleanliness standards and introduced cleaning schedules for the caretaking services. We also purchased better quality cleaning materials and equipment to enable the caretakers to do a better job for our tenants.

The real benchmark of our success is the level of satisfaction expressed by our tenants, residents and other service users. We use all feedback to help us further improve what we do and how we do it. Please take time to share your views with us. All compliments, comments and suggestions welcomed. Please contact us in person, by telephone, via email or letter with your feedback.

*Note: Stage 1 complaints are straightforward in nature and handled quickly and should take no longer than 5 days to resolve. Stage 2 complaints tend to be more complicated in nature and require investigation, we aim to resolve these in a 20 working day target.

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