Complaints performance We have an annual target for complaints. During 2023/24 (1st April 2023 to 31st March 2024), our target was for us to receive fewer than 2.1% of complaints, compared to the overall number of properties. This works out at around 155 complaints per year, or 13 complaints per month. As you will see from the table below, we received 115 complaints during 2023/24. This is equivalent to 1.56% of CCHA properties, which is below our target of 2.1%.
2023/24 year end performance
Number of stage 1 complaints received
115
Number of complaints as a % of CCHA properties
1.56%
Number of complaints escalated to stage 2
26
% complaints escalated to stage 2 23% For closed complaints during 2023/24, 96.4% were responded to within the target timeframe. 56% were upheld, 17% were partially upheld and 27% were not upheld. Since our last Residents' Voice Report, between October 2023 and March 2024, 56 stage 1 complaints were received. The following two tables provide a breakdown of those complaints and the service area they related to.
Complaint stage
October 2023 – March 2024
Number of stage 1 complaints
56
Number of complaints escalated to stage 2
13
% complaints escalated to stage 2
23%
8
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