Complaints results and type 2018 – 2019
During the 2018/2019 financial year we received a total of 3699 new complaints, with Responsive Repairs, Housing Services and Planned Programmes being the main three trigger areas.
555 of these complaints went on to escalate to Stage Two meaning an escalation rate of 15% for the year.
We received 123 new Stage Three cases out of the 555 cases that escalated to Stage Two, making an escalation rate of 22% for Stage Three cases during the financial year.
In July 2018 we began a pilot to change the way we manage complaints. The pilot has a two stage process, with a complaints review panel in order to ensure our final response is appropriate. The process also puts more emphasis on delivering a response within twenty eight days and auto-escalation is built into this. This means that if we cannot deliver a response within twenty eight days at Stage One, we will automatically escalate to Stage Two. As a result, complaints are escalating earlier than in previous years and in greater numbers.
Outcome analysis report
Please see our annual 2018-19 customer complaints report below, broken down by business and type of complaint reported for each business.
Responsive repairs
| Type of complaint | Total |
| Incomplete Works | 1631 |
| Missed Appointment | 326 |
| Standard of Workmanship | 127 |
| Policy | 110 |
| Staff | 97 |
| Recharges | 42 |
| Service Delivery | 10 |
| Occupancy Services | 1 |
| Responsible time | 1 |
| Voids Policy | 1 |
| Grand total | 2346 |
Housing services
| Type of complaint | Total |
| Services Provided | 121 |
| Staff | 118 |
| ASB Management | 56 |
| Policy | 43 |
| Mutual Exchange Or Management Transfer | 20 |
| Service Delivery | 5 |
| Grand Total | 363 |
Planned programmes
| Type of complaint | Total |
| Incomplete Works | 143 |
| Policy | 40 |
| Missed Appointment | 24 |
| Standard of Workmanship | 18 |
| Staff | 13 |
| Grand Total | 238 |
Compliance
| Type of complaint | Total |
| Incomplete Works | 73 |
| Missed Appointment | 49 |
| Policy | 17 |
| Standard of Workmanship | 16 |
| Staff | 5 |
| Grand Total | 160 |
Customer services
| Type of complaint | Total |
| Staff | 54 |
| Service Delivery | 37 |
| Grand Total | 91 |
Income
| Type of complaint | Total |
| Policy | 49 |
| Staff | 35 |
| Service Delivery | 2 |
| Grand Total | 86 |
Development
| Type of complaint | Total |
| Defects | 74 |
| Policy | 3 |
| Handover | 2 |
| Staff | 1 |
| Grand Total | 80 |
Care and Support
| Type of complaint | Total |
| Staff | 26 |
| Care & Support Provided | 14 |
| ASB Management | 12 |
| Services Provided | 11 |
| Policy | 7 |
| Occupancy Services | 6 |
| Incomplete Works | 2 |
| Mutual Exchange Or Management Transfer | 1 |
| Grand total | 79 |
Estate services
| Type of complaint | Total |
| Communal Grounds Maintenance | 41 |
| Services Provided | 16 |
| Tree Maintenance | 8 |
| Internal Cleaning | 7 |
| Staff | 2 |
| Incomplete Works | 1 |
| Window Cleaning | 1 |
| Grand Total | 76 |
Home Ownership
| Type of complaint | Total |
| Service Delivery in Home Ownership | 45 |
| Policy | 23 |
| Staff | 4 |
| Grand Total | 72 |
Service Charge
| Type of complaint | Total |
| Account | 42 |
| Policy | 14 |
| Staff | 10 |
| Services Provided | 3 |
| Grand Total | 69 |
Available Homes
| Type of complaint | Total |
| Policy | 10 |
| Sign-Up | 9 |
| Staff | 6 |
| Application | 3 |
| Grand Total | 28 |
Voids
| Type of complaint | Total |
| Void Standard | 5 |
| Quality of Work | 3 |
| Grand Total | 8 |
Neighbourhood Investment
| Type of complaint | Total |
| Service Delivery for Neighbourhood Investment | 3 |
| Grand Total | 3 |