As part of our 2022-25 corporate plan, we outlined one of our missions as listen and act – with the aim of ensuring we operate with and for our residents. This means that we will always listen to residents and act on what they are telling us, so that they know they have been heard.
We see complaints as an important part of resident engagement and as part of our feedback process, we want to make sure we share the lessons we’ve learned and what you can expect from us in the future.
We’ve seen a 38% year on year increase with complaints, which we believe is the result of our team and the Housing Ombudsman promoting the importance of raising complaints when you’re dissatisfied with a service or outcome.
Between April 2022 and March 2023, we received a total of 117 complaints. When we receive a complaint, our aim is to always resolve it at stage 1 and last year we’re pleased to share that we were able to do this for 78% of complaints.
When reviewing our complaints, there were some common themes that we identified and have taken further action on to improve our services.
Repairs and maintenance
76% of complaints we received were about repairs and maintenance. To tackle this, we’ve now setup weekly meetings between our team and contractor so any issues can be resolved as quickly as possible.
We are also bringing back the role of our Estates Services Officer to oversee communal cleaning and ground maintenance across our schemes.
Antisocial behaviour (ASB)
We quickly recognised last year that our process for ASB wasn’t clear for our residents to understand. In response to this, we completely reviewed and relaunched our approach.
We are now giving residents who have escalated their complaint to stage three a choice on whether they would like to attend a panel or if they would like it to be reviewed by a director. This change has been made following feedback from residents who shared that they would find speaking in front of a panel uncomfortable.
- Last year, there was a decrease in complaints about development, sales and our neighbourhood services
- There was an increase in complaints about rents and service charges
- Communication was also highlighted as an area we need to improve as an organisation and this is a priority for us in 2023/24.