Examples of lessons learnt in more detail: The issue: We received a complaint from a resident living in one of our newly built homes. Most of the issues raised seemed to be covered under the terms of the after-care service provided by the developer. How we resolved it: During the complaint investigation, it became clear that the timescales the developer was working to were longer than we would usually expect our residents to have to wait. We decided to use our own contractors to resolve the issues for the resident, to avoid any further delays. We used the learning from the complaint to make sure future development agreements would avoid a situation like this from arising in future.
The issue: A resident made a complaint about a faulty communal door at one of our schemes, stating that the door had been faulty for quite some time.
How we resolved it: The CCHA colleague who investigated the initial queries visited the scheme, as well as consulting the manufacturer, to try to understand the cause of the fault which was stopping the door from opening some of the time. This led to many visits by engineers who could not find a fault, even though residents were still reporting the issue. The complaint investigation uncovered the fact that the door had a ‘reset’ button. When this was pressed, the door would stay closed for a short period before working as normal. The reset button was moved so that it couldn’t be pressed in error anymore, and the door now works as it should.
The issue: A complaint was received from a resident about the handling of an anti-social behaviour report made to CCHA. The resident felt that they didn’t know what was happening with the case and hadn’t had feedback on any progress to address the issues raised.
How we resolved it: The complaint investigation triggered a review into the ways we keep residents informed after they have made complaints about ASB. We now give much improved and regular updates to residents. The team is performance managed to make sure these contacts are made for each ASB case we manage.
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