COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
1. Our performance
This section of the report is an analysis of our complaint handling over the financial year from 1 April 2023 until the 31 March 2024 . In accordance with the section 8.1.(b) of the Code, this section of the report looks at both qualitative and quantitative analysis of our complaint handling, as well as a summary of the types of complaints we have dealt with: The table below shows the number of complaints received over the past three years: 2024/23 2023/22 2022/21 Total number of complaints (excluding care homes) 3,405 3,486 3,161 Rented tenants (including Extra Care and Corporate Trusts) 2,016 2,028 1,641 Homeowners 544 578 479 Property and Assets team 627 630 Not collected Central support (from tenants and homeowners) 218 250 Not collected During the year:
76% of complaints were responded to within timeframes compliant with the Code.
3,585 complaints in total were resolved (this is up 146 on last year). Resolved complaint figures are slightly different to those we received (as shown above) as they may have been received prior to the start of the year but resolved within the year.
10,957 calls were handled by our Customer Relations team. The Customer Relations team are our central team who deal with complaints.
‘High volumes of complaints must not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process. Low complaint volumes are potentially a sign that residents are unable to complain’. Housing Ombudsman : Complaint Handling Code
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