The following report provides annual review of feedback performance for Progress Housing Group.

1.1

In 2019/20 353 (75.6%) were recorded as early resolution complaints.

1.2

In 2019/20 114 (24.4%) were recorded as formal complaints (about staff or policy)

1.3

In 2019/20 82.87% of complaints were responded to within the target timescales.

1.4

In 2019/20 the Group received 259 compliments.

 

Annual review of complaints and feedback performance 2019/20.

 

2.1

A total of 467 complaints were recorded in 2019/20. This has seen an increase on the previous year of 56 (13.6%).

NEW COMPLAINTS RECEIVED - GROUP TOTAL BY DEPARTMENT

 

2017/18

 

2018/19

 

2019/2020

 

Allocations & Administration

3

11

27

Neighbourhoods & Tenancy

14

25

36

Home Ownership & Leasehold Services

4

5

13

Tenant Rents & Service Charges

5

10

9

Repairs & Maintenance

180

234

262

Progress Connect & Scheduling

60

60

37

Progress Lifeline

N/a

6

13

Development

0

3

9

Independent Living 

18

18

13

Supported Living

N/a

26

24

Progress Living

0

9

15

Refuge

0

2

2

Community Involvement

0

2

3

Compliance

N/a

N/a

N/a

Asset Management

N/a

N/a

4

Other

0

0

0

Total

284

411

467

 

 

2.2

 

In 2019/20 of the 467 complaints recorded 387 (82.87%) were responded to within timescale. Following this the Group have provided extensive complaints training across the Group and improvements have been made to the current process to ensure this figure improves.

 



Year

 

2017/18

 

2018/19

 

2019/20

Number of complaints

 

284

411

467

% responded to within target timescales

98.2 %

98.54%

82.87%

 

 

2.3

 

 

2.4

 

 

In 2019/20 eight complaints were escalated to a Head of Service Review, the outcome of these reviews resulted in one not being upheld, one partially upheld and two being upheld, four were resolved at this stage of the complaints process. Four were progressed to a Director Review with three of them upholding the customers’ complaint, and one being partially upheld.

 

In 2019/20 one complaint progressed to the Housing Ombudsman, where an investigation was carried out. Their findings showed that the Group had provided the appropriate redress and no maladministration was found and no orders or recommendations were made.

2.5

In 2019/20 259 compliments were received.

Year

2017/18

2018/19

2019/2020

No of Compliments

201

280

259

 

 

2.6

 

In 2019/2020 there were 24 MP enquiries recorded with 3 (12.5%) of them also linked with a complaint.

 

 

2018/19

2019/2020

No. of MP enquiries

47

24

No. with linked complaint

11
(23%)

3
(12.5%)

 

 

2.7

 

We have learnt from feedback received and have made changes and improvements to our processes and services. This has included the following:

  • Due to feedback received on some delays in repairs being carried out by a Contractor, they have agreed to source parts locally to reduce the length of time for these being delivered. This will shorten the length of time taken to carry out some repairs.
  • Feedback that we received is being used when the gardening contract specification is being reviewed as part of the upcoming procurement/tender.
  • Following feedback from a customer, the process of monitoring all electrical testing has been changed. We are now using an alternative system and team within the Group, which will allow for a central point of monitoring ensuring a consistent approach.
  • Due to feedback received, a Development Administrator post was created to ensure consistent communication with our customers. This was to ensure a high level of service is provided and to provide support and a one point of contact for any complaints made.
  • Monthly contractor review meetings are being held on an ongoing basis with our Property Service’s Contractors.  Complaints are discussed at these meetings in order to ensure that contractors implement any changes in their process to provide our customers with the level of service that the Group expects.

 

       

 

Further to the publication of the new Housing Ombudsman Complaints Handling Code, the Group has carried out a self-assessment audit on our current Complaints and Feedback procedure and this can be found in the link below: