Primary cause of complaints
31% Length of time taken
18% Contractor error
1 2 % Customer expectation
10% Policy
Anti-social 1 2 % behaviour
Staff 9 % conduct
8 % Communication
Lessons learnt from upheld complaints *
*Complaints often have multiple ‘lessons learnt’ meaning the figures add up to more than 100%.
Managing 1 5 % expectations
32% Communication 23% Customer care
Keeping within 18% timescales
39% Contractor management
4 % Anti-social behaviour investigation management
1 4 % Managing repair jobs through to completion
Meet GDPR 1% guidelines
1% Managing out of hours service
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