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Complaints performance

Complaints performance

Complaints Data 2018 / 2019

Examples of what we will consider as a complaint include:-

  • Failure to provide a service;
  • Failure to provide a service to a standard that could reasonably be expected;
  • Failure to follow a Together Housing policy or procedure;
  • The unhelpful attitude of a member of staff; and
  • Failure to provide information or the right information in a timely manner.

Across thesector, complaints continued to rise. This year we saw an 11% increase in the number of complaints that we received.  During the period (86%) were resolved at initial contact with a member of staff.

Complaints -chart -1

Nature of complaints

57% of complaints relate to repairs, though there are complaints for most service areas including the service provided by the gas team 179 and Neighbourhoods 156.

Complaints -chart -2 (1)

 

Outcome of complaints

  • Reviewing contractor performance;
  • New process for updating appointments & informing customers;
  • Additional inspectors;
  • Monitoring call-back performance;
  • Reviewing parts availability;
  • Boiler testing process improved; and
  • Self help information on website.

Compliments

We really appreciate it when people take to time to recognise when staff have done a great job.  During the period 2018 - 2019 we recorded 507 Compliments, up from 484 in the previous year. 

You can view an archive of complaints performance by clicking here.

 

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