Customer service performance
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. |
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1.2 |
In 2019/20 114 (24.4%) were recorded as formal complaints (about staff or policy) |
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1.3 |
In 2019/20 82.87% of complaints were responded to within the target timescales. |
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1.4 |
In 2019/20 the Group received 259 compliments. |
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Annual review of complaints and feedback performance 2019/20. |
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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%).
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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.
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2.3
2.4
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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. |
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2.5 |
In 2019/20 259 compliments were received.
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2.6 |
In 2019/2020 there were 24 MP enquiries recorded with 3 (12.5%) of them also linked with a complaint. |
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2.7 |
We have learnt from feedback received and have made changes and improvements to our processes and services. This has included the following:
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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: