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

Housing services

Planned programmes

Compliance

Customer services

Income

Development

Care and Support

Estate services

Home Ownership

Service Charge

Available Homes

Voids

Neighbourhood Investment