Customer feedback

Raising the standard of services for tenants 

Our Regulator believes that the quality of services should be discussed, agreed and monitored between the landlord and its tenants, at a local level.  This ensures that the needs of specific communities and neighbourhoods can be met through the introduction of local standards, also known as Local Offers. 

Following consultation with tenants, Aragon Housing Association agreed a local complaints standard that included a commitment to publish information about the number and category of complaints and compliments  received, on a twice yearly basis. 

Summary 1.10.12 to 31.3.13– complaints and compliments received by category 

• complaint numbers have remained consistent when compared to the previous six months (34) and to the same period last year (33) 
• the main category of complaint continues to be repairs (57%)*
• a total of 19 complaints (63%) were upheld either in full or partially
• compensation payments were offered in two cases
• as a result of receiving an official complaint, surveyors have been reminded of the correct action to take when an appointment needs to be made but the tenant is proving difficult to contact. This should avoid any unnecessary delays in arranging repair works
• the majority of compliments received praised staff and/or our contractors for their help and efficiency in resolving their particular issues or for their excellent customer service
• one particular compliment came from one of our external partners who praised staff for 'going the extra mile' when they were faced with a tenant requiring emergency housing. Staff worked into the evening to help the tenant

*Please remember that the association and its contractors completed approximately 26000 repair orders or jobs last year.

Did you know?

Did you know that you can use the Customer Feedback procedure if you have any concerns about the way in which a vulnerable person is being treated? This will ensure that your concerns can be heard and responded to appropriately, and that the person you are concerned about gets any help and support they need to deal with the situation they may be facing.

Please do act if you think there is a problem; all concerns will be handled sensitively and carefully to ensure the vulnerable person has the best possible outcome.

Of course, you can always speak to a member of staff . They can then advise you of the other ways to take your concern forward and/or can help you complete the response form in the Customer Feedback leaflet should you wish to make an official complaint through our internal procedure.