Complaints performance Our annual target for this financial year (1st April 2025 to 31st March 2026), is for us to be within lower quartile (fewest number of complaints) compared to other housing associations when compared against TSM benchmarking. The current benchmark for 2024/25 was 34.3 complaints per 1,000 homes, compared to our overall number of CCHA properties. This works out at around 152 complaints per year, or 13 new ‘stage 1’ complaints per month. As shown in the table below, we received 127 new stage 1 complaints between 1st April and 30th September 2025. We are closely monitoring the number of complaints we receive, as there has been a slight increase compared to last year.
Complaints received 1st April – 30th September 2025
Number of Stage 1 complaints received
127
Percentrage of complaints compared to CCHA properties
1.7%
Number of complaints escalated to Stage 2 Percentage of complaints escalated to Stage 2
21
16.5%
1st April to 30th September 2025
1st April to 30th September 2024
Indicator
Responded to within target timeframe
99% 52% 28% 20%
99% 72% 16% 12%
Upheld
Partly upheld
Not upheld
Complaints per 1,000 properties
Complaints per 1,000 properties
Period
Complaints
Apr 25 - Jun 25 Jul 25 - Sep 25
61 66
8.16 8.83
Total 17 We hold quarterly review meetings with department managers to scrutinise resident satisfaction results and complaints data to: • Identify any trends • Make sure that any learning from complaints is captured • Make sure that if changes are required, they happen, and we track that they happen, so we can improve services and help prevent recurrence of complaints. 127
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