Customer service performance

1.1

In 2020/21 404 (76.4%) were recorded as early resolution complaints.

1.2

In 2020/21 125 (23.6%) were recorded as formal complaints (about staff or policy)

1.3

In 2020/21 87% of complaints were responded to within the target timescales.

1.4

In 2019/20 the Group received 272 compliments.

NEW COMPLAINTS RECEIVED - GROUP TOTAL BY DEPARTMENT

2017/18

2018/19

2019/20

2020/21

Allocations & Administration

3

11

27

13

Neighbourhoods & Tenancy

14

25

36

34

Home Ownership & Leasehold Services

4

5

13

20

Tenant Rents & Service Charges

5

10

9

17

Repairs & Maintenance

180

234

262

311

Progress Connect & Scheduling

60

60

37

49

Progress Lifeline

N/a

6

13

15

Development

0

3

9

5

Independent Living 

18

18

13

17

Supported Living

N/a

26

24

18

Progress Living

0

9

15

15

Refuge

0

2

2

0

Community Involvement

0

2

0

0

Compliance

N/a

N/a

3

7

Asset Management

N/a

N/a

4

5

Health & Safety

N/a

N/a

0

1

Customer Accounts

N/a

N/a

0

2

Other

0

0

0

0

Total

284

411

467

529

2.2

In 2020/21 of the 529 complaints recorded 460 (87%) were responded to within timescale. Following this the Group have introduced a new complaints policy and procedure and provided extensive complaints training across the Group to ensure this figure improves.

2017/18

2018/19

2019/20

2020/21

Number of complaints

284

411

467

529

% responded to within target timescales

98.20%

98.54%

82.87%

87%

2.3

Of the 529 complaints recorded, 10 complaints have escalated to a Head of Service Review with six not being upheld and four being partially upheld. Five were resolved at this stage of the complaints process and five progressed to a Director Review where the complaints were not upheld and the previous stage responses were supported.

2.5

In 2020/21 272 compliments were received.

2.6

In 2020/21 there were 43 MP enquiries recorded with seven (16.3%) 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:

• Following feedback, the Property Services team are reviewing Schedule Of Rates (SOR) codes to ensure that they receive an accurate description of any works that are required and that the correct amount of time is allocated. This will provide operatives with a better understanding of materials required in order to complete the job right first time.

• The Group received a number of reports relating to the standard of grounds maintenance work being carried out. Various steps were taken to improve the service, and a new grounds maintenance contractor has been employed.

• Processes have been changed in our Progress Living schemes with regards to cleaning. Random spot checks and inspections are now being carried out once the accommodation has been cleaned, to ensure the standard of cleaning is as expected.

• Following feedback requesting clarity on an affordable conversion tenancy, we have reviewed and amended the guidance documents that are provided to our customers at sign ups. 

• Following feedback regarding a difficulty in arranging an emergency repair outside of normal office hours, our Control Centre have allocated two members of staff to specifically to deal with the incoming landline calls throughout the day/night.