Complaints and Feedback in 2023/24
We know sometimes things go wrong and when they do, we aim to put them right as quickly as possible and learn from our mistakes so we can do better in the future.
Here’s how we are doing…
Performance
Tenant Satisfaction Measure
Satisfaction with the landlord’s approach to handling of complaints (TP09)
Stage 1 complaints received per 1,000 units (CH01)
Stage 2 complaints received per 1,000 units (CH01)
Stage 1 complaints responded to in target time (CH02)
Stage 2 complaints responded to in target time (CH02)
Key stats
The year in review…
We listened (Complaints)
You were unhappy with the lack of information given during the planned works programme about what you can expect during the process and our satisfaction levels were lower than expected.
We acted
We developed a Frequently Asked Questions sheet which is provided to you at the start of the work, which includes what you can expect and gives information for the teams you need to contact. Shortly afterwards we have seen a significant rise of 11% in satisfaction from 84% to 95% and this has been maintained for the rest of the financial year.
We listened (Complaints)
You told us that you were unhappy that it was difficult to get accurate updates and information about repairs and defects reported on new build homes.
We acted
We improved our customer contact system and process to ensure that all information regarding repairs to a new build home can be seen by our call centre and we can now give you accurate updates and progress on your repairs at first point of contact.
We have not received any complaints regarding this issue since this system improvement.