Housing complaints performance and service improvement annual report 2023/2024
Section 4 - Compliments
In addition to complaints, we encourage employees to record compliments that they receive about colleagues and services. This is important as it also provides valuable insight into what tenants appreciate and helps us to improve the services we provide. It can also help to boost morale highlighting the positive impact we can make to our tenants and residents. When a compliment is registered the relevant line manager is notified.
During 2023/24 a total of 73 compliments were registered. Of these 19 were internal compliments from other officers or managers and 54 were from customers. Broken down by service area:
- repairs and maintenance 31
- neighbourhood housing services - 27
- multi-storey team - 6
- neighbourhood relations -3
- investment -2
- lettings - 2
- rent and income - 2
Key themes from compliments include carrying out repairs to a good standard, helping to resolve an enquiry quickly and effectively, providing practical guidance including bidding on a new home and giving general advice on arrange of issues.