From January to June 2021, we received 95 ‘swift resolutions’ (where we try and resolve things quickly) and 44 formal complaints, which were investigated by a senior manager. Nine complaints were heard by a panel of Board members. The themes are shown below.
Lessons learned from complaints
As well as aiming to resolve individual complaints, we reviewed the learnings from complaints. We will make these improvements as a result:
- Improve early and ongoing communications about anti-social behaviour (ASB) as part of a review of the ASB service (by end September 2021)
- Improve communication when repairs cannot be completed to the expected timescale. (We will review the improvements to communication in December 2021)
- Respond to a group of complaints from a particular area as a ‘Community Complaint’. This means we will speak to you and your neighbours about how we can resolve your complaints in a joined-up way
- Consult on revised service standards and promote these, and finalise our review of service charges so that they are more transparent.
We will also improve our complaints process further through training for staff and by clarifying when we may consider compensation for service failures.