Housing report 2023
Complaints and feedback
In 2023/24 we received and responded to 429 stage 1 complaints, and 56 stage 2 complaints. We also received 73 compliments. The Housing Ombudsman Complaint Handling Code sets clear timescales for landlords responding to stage 1 and 2 complaints, and we:
- responded to stage 1 within timescale (10 days) - 29%
- responded to stage 2 within timescale (20 days) - 71%
Our Tenant Satisfaction score for complaint handling was 26%.
Improving our approach to complaint handling is clearly an area we need to focus on. In response, our Resident Influence Panel commissioned a tenant scrutiny review of stage 1 complaints. Their recommendations were fully endorsed, and we are currently working to establish a new specialist Housing Complaint's team to deliver an enhanced service. We will keep you updated with progress.
Main themes from complaints received included:
- time taken to complete a repair
- condition of estates and communal areas
- our approach to dealing with Anti-Social Behaviour
- boundary maintenance
- keeping customers updated about progress with their service request
- unsatisfactory response to a service request.
Tenants who are dissatisfied with our approach to resolving a complaint can refer the matter direct to the Housing Ombudsman Service. During 2023/24 we received a total of 4 Housing Ombudsman determinations. The key themes from these determinations included our response to:
- complaint handling
- reports of damp and mould
- record keeping
You can read more in our Annual Housing Complaints report 2023/24.