The following report provides an annual review of feedback  performance for Progress Housing Group during the period 01 April 2016 to 31 March 2017.

Feedback from the previous quarter (Quarter 4 , 01 January 2017 - 31 March 2017) includes:

  • 91 new stage one complaints received
  • 4 complaints recorded at stage two
  • 0 complaints recorded at stage three
  • 95.6% responded to within target timescales
  • 68.9% on average responded to within target timescales for year 2016/17

1.1     This year we have seen an increase from the last year in complaints recorded. Detailed below is the current trend in the total number of complaints recorded compared with previous years. 

Total number of complaints received bv Group

14/15

15/16

16/17

312

295

308

1.2      This quarter has seen an increase from the last quarter in complaints recorded. Repairs and Maintenance continue to account for the largest proportion of complaints over the past 5 years. Staff and customer service complaints are continually the next highest category. This is concurrent with the Housemark customer excellence Benchmarking report which states that Property Services receive the highest percentage of landlord's complaints.

NEW COMPLAINTS RECEIVED

- PHG TOTAL

Q1 2016/17

Q2 2016/17

Q3 2016/17

Q4 2016/17

 

Allocations

0

0

0

0

Anti-Social Behaviour

0

0

0

0

Estate Services

8

9

2

0

Home Ownership & Leasehold

 

 

 

 

Services

0

0

0

0

Tenancy Management

0

7

1

6

Tenant Rents & Service Charges

3

0

1

2

Repairs & Maintenance

25

59

46

      63

Staff & Customer Services

9

11

12

      10

Regeneration

0

0

0

0

Housing & Support Services

0

2

2

0

Homelessness Service

0

0

0

0

Other issues

2

13

5

      10

Total

47

      101

69

91

1.3   The table below provides a further breakdown within property services for quarters 3 and 4. Repairs and Voids and Gas continue to account for the largest number of complaints received. 

Department within Property Services

Total number of complaints                        Q3

Total number of complaints                        Q4

Scheduling

5

4

Contracts

3

6

Repairs and Voids

14

29

Gas

21

17

Electrical

0

5

Compliance

0

1

Other (sensitive)

3

1

1.4   The total number of complaints responded to within the target timescale this quarter was 95.6%. This represents a dramatic increase from the previous quarter, when only 50% met this target. In their report, Housemark reported on the percentage of complaints responded to within organisational targets, with the median value being 92.81%. Although we have exceeded this target during this quarter, poor performance in this area during previous quarters has provided an average of 68.9% of complaints responded to within target timescales, for the year 16/17.

1.5   The Housemark customer Excellence Benchmarking report surveyed 83 landlords and stated that on average a social landlord could expect to receive 33 complaints per 1000 units managed. This year we also recorded 33 complaints per 1000 units, which represents a

small increase on the number of complaints in the year 15/16, when we recorded 31.5 complaints per 1000 units. The below table shows the number of complaints per 1000 units received by each department for the year 16/17. The figures for 15/16 have also been included for comparison purposes. (The number of complaints per 1000 units have been rounded to the nearest 0.5). 

Department

Total no of complaints 15/16

No of complaints per 1000 units 15/16

Total no of complaints 16/17

No of complaints per 1000 units 16/17

Allocations

5

0.5

0

0

Anti-Social  Behaviour

0

0

0

0

Estate Services

15

1.5

19

2

Home Ownership &

1

0

0

0

Leasehold Services

14

1.5

14

1.5

Tenancy  Management

20

2

6

0.5

Tenant Rents & Service

172

       18.5

193

21

Charges

40

4.5

42

4.5

Repairs and Maintenance

0

0

0

0

Staff and Customer Services

8

1

4

0.5

Regeneration

0

0

0

0

Housing and Support

20

2

30

3

Services

Homelessness Service

Other Issues

Total

295

31.5

308

33

1.6   This quarter we saw no new Stage three complaints recorded, representing a decrease in the previous quarter. These are long, on-going complaints with no correlation as to why they are escalated. Due to their complexity, two Stage 3 panels have been held in this quarter as a result of Stage 3 complaints raised in quarter 3.  Of these, one has been resolved, with the Tenant Panel concurring with the stage 2 findings. The second is ongoing, with a further Tenant Panel meeting planned to try and reach a resolution.

1.7   A dedicated Complaints Liaison Officer was appointed during this quarter. This role includes managing the complaint process across the organisation, and is now beginning to look at improvements to this process. This includes how tenants continue to be involved in the process by attending a quarterly Tenant Feedback group, and their involvement in Complaints Panels. Scrutiny Pool are currently looking at part of the organisation's complaints process, which the Complaints Liaison Officer is also heavily involved with.

1.8     This quarter we have learnt from feedback in order to make changes and improvements to our services. As a result of a complaint which was escalated to Stage 3, mental health awareness training was introduced for staff at Progress Housing Group. Also, a large number of complaints regarding delays in Gas repairs and servicing has led to the employment of two temporary gas engineers dedicated solely to gas servicing, and the

shortlisting for an additional permanent gas engineer. A complaint regarding ongoing heating issues at properties without gas supply, have led to plans to introduce air source heat pumps in these homes, a sustainable and renewable form of energy.

1.9      We intend to publish this year's annual complaint figures on the Progress Housing Group website, and in the tenant's magazine Street Talk.

 

 

Feedback performance report 2014/15

Feedback performance report 2013/14