Complaints and compliments - April 2022 to March 2023
We love hearing from you, whether good or bad, as we look at all feedback as an opportunity to learn and improve our services.
Here is an update on the complaints and compliments we received from April 2022 to March 2023:
From 1 April 2022 to 31 March 2023, we had:
- 560 complaints from tenants, with 53 resolved at the first point of contact
- 139 compliments
Here are some of the things we have done following your feedback:
You said, We did:
- You told us we had no lightbulbs in the property when you move in; we now fit LED low energy light bulbs to all rooms before new tenants move in, this helps to lower new tenants energy bills.
- Tenants told us that they were struggling to park outside their homes on the Lower Lane estate, so we invested in excess of £250k to improve parking, pathways, highways, and the community centre. We created numbered parking spaces on Tudor Drive and introduced traffic calming measures.
- Tenants told us that they were experiencing issues with people congregating on the large communal space behind their home; we installed a fence to improve privacy and security.
We are a member of the Housing Ombudsman Scheme and we carry out an annual self-assessment against their Complaints Handling Code. You can find further information on the Housing Ombudsman and their code on their website.
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