We always strive to provide an excellent service to our tenants. But occasionally things do not go according to plan or expectations. When this happens, it is important that we try and resolve issues as quickly as possible.
In most cases, we put matters right very quickly, through a simple phone call or a face to face discussion. In relatively few cases we will escalate complaints to a more formal stage.
In 2019 Broadland:
- signed up to the Chartered Institute of Housing (CIH) Complaints Charter
- reviewed our complaints process, reducing the number of stages
- reviewed our compensation policy
- appointed a specialist to investigate Stage 2 complaints
On this page and our customer magazine Door to Door we publish details of complaints we have received and their outcomes. We want to learn from our mistakes and make every effort to avoid them happening in future.
Here are examples of the kind of complaints we have received recently and their outcomes.
|Tenant complained of damp despite several visits by Broadland Housing staff||Senior staff visited and organised remedial works. We have improved the way we monitor complaints to ensure this sort of situation does not happen again|
|Drains were blocked and the tenant was unable to get any action out of hours. Poor communication||We have reviewed our out of hours service. We compensated the tenant for damage to furnishings|
|Considerable delays in handling of tenant’s request to review grounds maintenance and service charge||We met the tenant and resolved the matters. We reviewed the contract and reduced the service charge|
|Complaint regarding replacement windows||We inspected the windows and found them to be in very poor condition. We have included them in the 2020 programme for replacement. We are keeping the tenant informed of progress.|
|Tenant moved through Mutual Exchange. We had not dealt with damage by previous tenant (rechargeable)||We improved staff training to ensure that exchanges are only approved after damage has been rectified and any non-standard tenant alterations have been replaced.|
|Leak in flat above causing damage to tenant’s ceiling and furnishings. There were delays in our response and making good the damage||We investigated and actioned repair work. The case is still being assessed for damage to the tenant’s furnishings|
|Delays in remedying no central heating in winter months. The temporary heating was inadequate||Broadland managers are monitoring the outstanding repairs. We have improved commmunication with the tenant on the progress of the repair. We are providing appropriate temporary heating and have revewied our compensation policy|
|Delays in responding to report of shower not working. Delays in responding to complaint||We have improved training for Customer Services to ensure priority is given to this category of repair. We have reviewed the complaints process to ensure that delays in responding are kept to a minimum|