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Customer feedback

 

Raising the standard of services for tenants 

Until recently, our Regulator required us to agree a local complaints standard that included a commitment to publish information about the number and category of complaints and compliments  received on an annual basis. With effect from January 2014, we are no longer required to comply with this commitment.

However, as we like to keep our customers informed as much as we can, Aragon Housing Association has decided to continue to publish this information on a twice yearly basis, as before, until further notice. 

Summary 1.10.13 to 31.3.14 – complaints and compliments received by category 

 

Complaints

Compliments

Major refurbishment/improvement

0

0

Repairs

16

1

Contractor

1

6

Allocations/transfers/exchanges

2

3                                

Environment/parking

1 0

Neighbours

0

0

Staff attitude/behaviour

0

10

Staff decision

3

1

Payments/charges/arrears

1 0

Policies/procedures

0 0

Condition of property at letting

2 0

Miscellaneous

 0

2

Total 26

23 

 

 

  • complaint numbers have fallen slightly when compared to the previous six months (29)
  • the main category of complaint continues to be repairs (62%)* and as a  category, this has doubled from 31% in the previous six month period
  • a total of 16 complaints (62%) were upheld either in full or partially. This is a increase from 38% in the previous six month period
  • compensation payments were offered in nine cases
  • as a result of receiving an official complaint, we have now updated our website to remove information that was no longer current
  • 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 a tenant who wrote in to thank the Money Advice team for all their help. They believed that the help they had received had resulted in a big improvement in their health
  • another tenant wrote to express their gratitude for all the help given by their housing officer who is 'a lovely person'.

 

*Please remember that the association and its contractors completed approximately 26000 repair orders or jobs last year so as a percentage of all jobs completed, this equates to approximately 0.06%.

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.

A copy of our Customer Feedback policy and Customer Feedback procedure is available below

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