Customer service performance

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%).

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.

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.

2.6

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

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.