- Stage 1 complaints: 3,668
- Stage 2 complaints: 524
- Stage 3 complaints: 4
- 14.2% of complaints escalated from Stage 1 to Stage 2
- 1% of complaints escalated from Stage 2 to Stage 3
Restrictions due to COVID-19 in the early part of this year reduced complaints during the early months.
During July 2020, the Housing Ombudsman Services requested that all landlords adapt a 2-stage process for complaint handling. MTVH already had this process in place.
Outcome analysis report
Please see our annual 2020 to 2021 customer complaints report below, broken down by business.
| Area of complaint | Total |
| Responsive repairs | 1,744 |
| Housing services | 567 |
| Compliance | 458 |
| Planned programmes | 252 |
| Estate services | 176 |
| Leasehold | 95 |
| Income | 91 |
| Development | 70 |
| Sales team | 70 |
| Care and support | 69 |
| Customer care | 26 |
| Voids | 23 |
| Available homes | 16 |
| Finance | 12 |
| Keyworker | 9 |
| Customer services | 8 |
| Safer buildings | 2 |
| Grand total | 3,688 |
Housing Ombudsman Service Determination analysis
Some of the complaints that we have not managed to resolve go to the Housing Ombudsman Service. It is a free, independent, and impartial service that looks at customer complaints. We are working closely with the Ombudsman to resolve complaints earlier, and we’re learning from their decisions (the results of their investigations).
In the last year, we have worked with the Ombudsman on 34 complaints. Their decisions were:
- No Maladministration: 9
- Maladministration: 6
- Service Failure: 9
- Severe Maladministration: 0
- Early Resolution offering adequate Redress: 9
- No Jurisdiction: 1