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learning from complaints

Why people have complained

From 1st July to 30th September 2021 we received 241 complaints

Below are the main themes of our complaints 

  

July 2021 

Aug 2021 

Sept 2021 

Unhappy with a process or decision  

2% 

15% 

 8% 

Length of time  

28% 

25% 

35% 

Communication  

21% 

18% 

20% 

Process not explained 

25% 

20 % 

 18% 

Standard of property or poor workmanship 

 7%

  10%

  

Upkeep of communal areas  

  17%

12% 

 19% 

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 who 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:

 

you said  

we did  

Upkeep of communal areas  

You told us you were unhappy with the quality and time taken to do ground maintenance.

Our Community Co-ordinators are committed to carrying out regular estate inspections. This has not been consistent during the pandemic and we are looking to start doing regular inspections from November. As part of these inspections, we will check the quality of work carried out by contractors including ground maintenance, communal cleaning and window cleaning.

Home improvements  

You told us that you want to know when we will be replacing some of the components in your home.

We were unable to carry out any internal home improvements during the pandemic, we have started this programme again, in September and have been making contact with customers who are due to have a home improvement programme during this year.  

Community Co-ordinators   

There has been an increased number of complaints about the capacity of our Community Co-ordinators.

We have recruited a further 6 Community Co-ordinators to deal with this issue and all customers were informed of who their Co-ordinator is in our October Rent Statements.  

Acknowledging complaints

You told us you couldn’t remember your complaint number when you logged a complaint over the phone with us.

We now send you an automated email with your complaint number on when you log a complaint with us if we have an email address for you.

 

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