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

93.94% Queries Dealt With At First Point Of Contact
100% Overall Satisfaction With Customer Experience

Tenant Satisfaction Measure

48.09%

Satisfaction with the landlord’s approach to handling of complaints (TP09)

8.7

Stage 1 complaints received per 1,000 units (CH01)

0.9

Stage 2 complaints received per 1,000 units (CH01)

100%

Stage 1 complaints responded to in target time (CH02)

100%

Stage 2 complaints responded to in target time (CH02)

Key stats

218 Compliments Received And 26 Service Improvements
332 Service Requests