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, we have decided to continue to publish this information on a twice yearly basis, until further notice.

Summary 1.4.17 to 30.9.17 – complaints and compliments received by category

 

GROUP

Total

Complaints

GROUP

Total

Compliments

Major refurbishment/improvements 3 4
Repairs 27 5
Contractor 8 1
Allocations/transfers/exchanges 0 0
Environment/parking 2 0
Staff attitude/behaviour 3 17
Staff decision 11 5
Payments/charges/arrears 2 0
Policies/procedures 1 0
Condition of property at letting 2 0
Newbuild 1 0
Handyman service 0 0
Miscellaneous 5 5
TOTAL 69 37
  • A total of 50 complaints (72%) were upheld either partially or fully
  • Procedures were reviewed regarding a delay in identifying the cause of a leak within a property
  • Following a complaint concerning a void property,  improvements have been made in Identifying  repairs at the void stage
  • The majority of compliments praised staff and/or our contractors for their help and efficiency in resolving their particular issues or for their professionalism, helpfulness and understanding
  • Contractor attended to a repair at a property and the tenant contacted Customer Services to pass on their thanks. The contractor who attended was professional, courteous and tidy and the work was completed quickly
  • One tenant thanked us for the excellent work carried out on the Grounds Maintenance in their area

For more information read our Customer Feedback policy and Customer Feedback procedure.

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