COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
Refusing a complaint We explain, in our complaints policy, the occasions where we may refuse to accept a complaint. If we refuse a complaint, we will respond to the complaint with an explanation why and provide details of the Housing Ombudsman to the complainant who can request a review of our decision. In line with the revised Code, from 1 April 2024 we are recording and reporting the number of incidences and reasons for Anchor refusals to accept a complaint. Accessibility and reasonable adjustment within the complaints process It is important that everyone can access our complaints process. We offer several ways to make a complaint including, face-to-face, by phone, post, email, webform or doing this via a representative /friend/family member, or any other agency such as a service provider or regulatory body. We promote our complaints process and have posters (with a QR Code to our website/ webform) and ‘We welcome your feedback’ freepost leaflets available across our locations (within internal communal areas). We ask, as part of the complaints process, if residents or their representatives have any communication preferences, require alternative formats or any reasonable adjustments. We asked our involved Resident Inclusion Community and colleague Diversity and Inclusion groups to provide feedback on the accessibility of the complaints process. 74% of residents asked as part of our complaints survey were satisfied with the accessibility of the complaints process. We also carried out an Equality Impact Assessment on our complaints policy. Upheld and not upheld complaints We categorise compliant outcomes as follows: • Not upheld – after investigation, we’ve found we have acted correctly and the service or issue in question met a reasonable standard • Upheld – the service or issue did not reach the expected standard. UPHELD/NOT UPHELD Category Total Upheld Not upheld Time to complete repairs 608 337 (55%) 271 (45%) Local management decision** 576 155 (27%) 421 (73%) Local manager behaviour* 533 149 (28%) 384 (72%) Lifts 163 81 (50%) 82 (50%) Building condition/investment 187 77 (41%) 110 (59%)
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