Feedback from Bi Monthly Bulletin
You said – you want more information on what we do as result of the complaints we receive
As well as responding to individual complaints we also look at the complaints to identify any trends and any lessons we can learn from the complaints that we receive.
During 2023 / 24 we identified the following areas for concern from the complaints we received:
Repairs Service – areas for concern
- Delayed or incomplete repairs resulting in tenant concerns over safety and security
- Poor communication and lack of updates leading to tenant frustration
- Contractor work quality and lack of oversight resulting in poor customer satisfaction
- Staff conduct leaving tenants feeling disrespected and unheard
As a result we :
- undertook a root and branch review of our responsive repairs service to improve systems, processes, tenant communication, repair timescales and staff attitudes. Results of the review and improvement actions will be provided in subsequent bulletins once approved
Lettings and Tenancy Services-areas for concern
- Noise Nuisance – lack of resolution leading to tenant frustration
- ASB case management & procedural issues – lack of transparency and communication leading to tenant dissatisfaction
- Property condition / environmental concerns – lack of timely response to issues leading to tenant frustration with living conditions
As a result we:
- Implemented a stricter noise complaint resolution process.
- Educated tenants on noise reduction policies.
- Developed a more transparent ASB complaints process with clear updates
- Trained staff on complaint handling to improve responsiveness.
- Ensured proper ASB documentation / case management to prevent unresolved cases.
- Strengthened our enforcement of maintenance policies.
- Increased estate inspections and taking follow up actions