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learning from complaints

Why people have complained

From 1st October to 31st December 2021 we received 98 complaints, this is down by 68.

Below are the main themes of our complaints 

 

Jan-22

Feb-22

Mar-22

Unhappy with process

17%

8%%

11%

Unhappy with decision

2%

8%

9%

Length of time 

4%

5%

7%

Communication

5%

4%

5%

Process not explained

 

 

 

standard of property/poor workmanship

1%

1%

 

Colleague attitude/behaviour

2%

 

1%

Damage caused to items

3%

 

3%

Upkeep of communal area

1%

4%

2%

Unhappy with process

17%

5%

11%

Please note, some complaints have more than one theme. 

What we have learned

We value your complaints and suggestions as they help us improve. We have our customer offer panel which are a group of customers who regularly look at the complaints we receive and help us to learn from them. 

Here are some of the improvements we have made from your complaints and suggestions:

 

Theme

You said

We did

Communal panel heating

You told us that your communal heating was not working as it should. When we have looked to repair this, we have found that the heater cannot be repaired due to it’s age.

We are currently reviewing if communal heating systems are still required in these cases, as these could pose a significant cost with the cost of living increasing. Once these reviews have taken place our Planned Surveyor will be in touch to let you know the outcome.

Home improvements  

 During the pandemic we had to significantly change our home improvements schedule to ensure both customers and colleagues were kept safe. Since then, we have been working to let you know about our updated schedule of when your home improvements will take place.

You told us that you were unhappy when your planned works didn’t take place on the date we said it would.

We have improved our processes significantly to ensure you will be told about when your home improvements will take place, but we will be clear in advising that this is an estimated date and is subject to change. 

 

We will be starting a project to improve our communications around improvements to your home and expect to have this in place by Q2 this year.

Repairs to security alarms

You told us that it was not clear whether we would repair your security alarm should it have a fault.

When we have been called out to repair these alarms, our homes team have been disconnecting them as we no longer install security alarms in our homes and remove these when a property becomes vacant.

We have improved our processes significantly to ensure you will be told about when your home improvements will take place, but we will be clear in advising that this is an estimated date and is subject to change. 

We will be starting a project to improve our communications around improvements to your home and expect to have this in place by Q2 this year.

Letting you know about appointments

You told us that we hadn’t told you when your repair has been booked, rescheduled, or cancelled

This has happened with multiple customers, so we have investigated this and ensured our processes have been improved as a result of this.

 

Our colleagues have been retrained on how to update a customer on their repairs.

To help us please make sure we have the most up to date information to contact you. If you have a mobile number on our system, we will automatically text you about any appointments or changes.