Customer feedback

Raising the standard of services for tenants 

The Tenant Services Authority (TSA), which was abolished on 1 April 2012, believed 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 1.4.11 to 30.9.11 – complaints and compliments received by category 

• complaints have reduced by 52% when compared to the same period in 2010 (33)
• the main category of complaint is contractor (38%)*
• a total of nine complaints (56%) were upheld to some extent
• compensation payments were offered in three cases
• as a result of receiving an official complaint, we have now amended our Tenancy Changes policy to ensure that when joint tenants undergo a relationship breakdown, both parties receive the same information in relation to their tenancy rights
• the majority of compliments received praised staff and/or our contractor for their help and efficiency in resolving their particular issues.

*Please remember that the association and its contractors completed approximately 25000 repair orders or jobs for the same period.

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.