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Customer feedback

 

Raising the standard of services for tenants 

Although our Regulator no longer requires us to publish information about the number and category of complaints and compliments  received, 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, until further notice. 

Summary 1.4.15 to 30.9.15– complaints and compliments received by category 

 

Complaints

Compliments

Major refurbishment/improvement

2

2

Repairs

8

1

Contractor

4

4

Allocations/transfers/exchanges

0

3                             

Environment/parking

2 0

Neighbours

3

0

Staff attitude/behaviour

6

10

Staff decision

7

1

Payments/charges/arrears

4 0

Policies/procedures

0 0

Condition of property at letting

1 0

Miscellaneous

1

0

Total 38

21 

 

  • complaint numbers have increased slightly when compared to the previous six months (36) but generally remain low

  • the main area of complaint continues to be repairs related (37%)* but this has reduced from 44% in the previous six month period
  • a total of 23 complaints (61%) were upheld either in full or partially
  • compensation payments were offered in six cases
  • Following a complaint that our contactor had failed to return to complete work started, our contractor was able to identify and rectify a number of issues in their process for ordering parts. To ensure continuity of contact with tenants, they have also agreed that the same engineer will return when follow up visits are needed to complete works, wherever possible
  • 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, helpfulness and understanding 
  • one particular compliment came from a self confessed ‘persistent’ tenant saying thank you for the ‘first class service and support’ received from their housing officer and surveyor following some problems with their new home.

 

*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 0.05%.

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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