The importance of complaints data
Complaints provide us with an opportunity to listen to our residents, to help inform and understand how we can improve the services we offer. Our annual target for complaints is to receive no more than 2.1% of complaints of our overall number of properties. In numbers, this is around 155 complaints per year, or 13 complaints per month. You can see in the below table that we received 106 complaints during 2022/23 (1st April 2022 to 31st March 2023), which is 1.4% of CCHA properties, and is below the target. 2022/23 – Year End Performance Number of complaints received 106 Volume of complaints vs CCHA properties 1.4% Number of complaints escalated to Stage 2 13 % complaints escalated to Stage 2 12% Between October 2022 and March 2023 (Quarter 3 and Quarter 4), 52 complaints were received. The tables below provide a breakdown of the complaints we received during this period and the service area they related to. Complaint type October 2022 – March 2023 Number of ‘Stage 1’ complaints 52 Number of complaints escalated to ‘Stage 2’ 9 (17%)
Stage 1 complaints by service area
October 2022 – March 2023
Housing Services Home Ownership Housing Anti-Social Behaviour Property Services Compliance Planned Maintenance Responsive Repairs Development
5 1 7
8 3 21 1
Income
3 2 1
Customer Services Independent Living
6
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