Find out about our complaints process

 we've seen an encouraging increase in customer satisfaction with our complaints service.

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Customer service standards

In October 2014 we introduced a new complaints procedure. Since then we've seen an encouraging increase in customer satisfaction with our complaints service. This has risen from 52% in 2014/15 to 69% in 2015/16. Recognising that we still have much work to do we introduced some further changes in April 2016. This has enabled us to place a greater emphasis on resolving complaints faster and in a less formal way.

In the 12 months leading up to end of March 2016 we received 1,808 new complaints. Of which more than 98% were resolved at the first stage of our process. The number of complaints we received across each of our key service areas is shown in the table below;

Service Area

No. complaints

Responsive Repairs

 1037

Planned Repairs

  219

Housing

  338

Development

  100

Contact Centre

   64

Other

   50

Total

1808

 

Of the cases closed during this period 50% were upheld, 28% partially upheld, and 22% were not upheld.

Understanding what causes complaints and learning from this knowledge is a high priority. We have introduced some initiatives to help us identify causes of complaints. This information is being used to identify service improvements. This will have the greatest impact on our customers. For example, we know that the most common causes of complaints relate to delays in service delivery. In response to this we are introducing new ways of delivering our services. We want to ensure we are responsive to the needs of our customers. We are always looking for more effective ways of communicating with you. Please  keep checking our website for further updates.