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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, as before, until further notice. 

Summary 1.10.14 to 31.3.15 – complaints and compliments received by category 

 

Complaints

Compliments

Major refurbishment/improvement

3

0

Repairs

7

3

Contractor

6

6

Allocations/transfers/exchanges

4

5                                

Environment/parking

1 0

Neighbours

2

0

Staff attitude/behaviour

8

7

Staff decision

0

0

Payments/charges/arrears

3 0

Policies/procedures

1 0

Condition of property at letting

0 0

Miscellaneous

1

0

Total 36

21 

 

  • complaint numbers have increased by 12.5% when compared to the previous six months (32) but generally remain low

  • the main area of complaint continues to be repairs related (44%)* and this has increased from 38% in the previous six month period
  • a total of 17 complaints (47%) were upheld either in full or partially. This is a significant reduction on the previous six month period (63%)
  • compensation payments were offered in five cases
  • as a result of receiving an official complaint, we will now encourage tenants to apply for backdated housing benefit, even if they are outside of the normal timescales, and will assist them to do so where required
  • 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 the daughter of one of our tenants praising a member of staff for 'going over and above' her expectations when helping her mother to move 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 0.06%.

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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