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Performance

Complaints Performance and Learnings

Complaint Handling Code Self-Assessment

Our self-assessment against the Housing Ombudsman Complaint Handling Code provided us with some useful insight into areas we needed to improve.

This included:

  • Improving record keeping
  • Responding to complaints quicker
  • Learning from complaints to improve our services
  • Updating our policy in line with the new code
  • Staff training

We have completed an action plan to bring us in line with the code, but we know that we still have work to do.

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Performance

The graph below shows the number of complaints we have received since April and what the complaint is about.

complaint by category 2024-2025 financial year

Repairs and Planned Maintenance

Repairs and Planned Maintenance is the area where we receive the most complaints. We know that this is because of how important repairs are to our residents. In comparison to the number of repairs completed, the repair complaints amount to approximately 2-3% of all repairs completed each month.

The graph below shows how we are performing in relation to the timescales in the code.

Complaints performance acknowledgement and response

Following the improvements we have made and the additional resources that we have in place, we are now responding to most of our complaints on time.

We are sorry if you have experienced a delay in receiving an acknowledgement or response to your complaint, we thank you for your patience. We remain focused and committed to providing timely communications to all of our complaints.

Learning

Alll complaints provide us with an opportunity to learn and improve our services.

Here are some of the current learnings we have found and are working on:

  • Improved communication is needed with residents when repair appointments are cancelled or changed.
  • Increase training for staff on identifying and dealing with damp and mould.
  • Improve communication around service charges and specifically service standards for internal services such as, grounds maintenance and cleaning.
  • Improve internal record keeping, specifically making sure we capture all interactions with residents.
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Please remember that you can contact the Housing Ombudsman anytime using the following information:

Website: www.housing-ombudsman.org.uk

Telephone:0300 111 3000

Postal address: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.

Help and advice

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