Compliments up, complaints down! | News

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Compliments up, complaints down!

Thank you to all of you who have contacted us to compliment us on our services – we’ve had a record breaking year.

During the last year (2015/2016) 950 of you (a 47.3% increase) contacted us to compliment us on a job well done - compared to 645 last year.

Many of you have contacted us to compliment our employees for how well they have done their job and how they have gone the extra mile to help you.

Recently Ms Pearson contacted us to say: “May I express my gratitude to your Housing Options team. They are absolute stars and from the first conversation they were very clear and transparent and discussed everything I needed to know about the process. I can’t wait to move into my new home.”

You have also contacted us to state how happy they are with our trades work – whether it’s installing and fitting a kitchen to trimming and tidying communal areas.

An example was Ms Williams who rang us to state that she was, “extremely pleased with the finish of her new kitchen” and “how well and quickly the tradesmen worked.” And during the year we received an email from sheltered scheme residents who said: “We would like to thank the Grounds Maintenance team for all of their exceptionally hard work. Not only is trimming hedges and pathways a massive job, they have taken time to talk to us and we’ve really enjoyed their wealth of knowledge about plants.”

But we realise that there are areas where we can improve. Throughout the same period we received 129 complaints, but there were 22 fewer cases, meaning that we’ve seen a 14.6% decrease in the last year with those of you who are unhappy with our services.

The most common complaints (which accounts for 87) were:

  • Service delivery – 61 complaints (45.2%);
  • Policy disputes – 15 complaints (11.1%);
  • Attitude of employees – 11 complaints (8.1%).

Complaints that can be easy to resolve start at the initial stage and require nothing more than a meeting or phone call. Complaints that require investigation by one or more managers’ start at stage one - therefore not all complaints starting at the initial stage progress to stage one.

Breaking the complaints into stages reveals there were:

  • Initial – 62 (49 were upheld or partially upheld, one withdrawn);
  • Stage one – 53 (27 were upheld or partially upheld, one withdrawn);
  • Stage two – 16 (eight were partially upheld, one withdrawn);
  • Stage three – five (four were partially upheld, one withdrawn).

During the year we also paid almost £2,000 in compensation due to 22 complaints – the most we paid out was £311 for mileage while the majority of payments ranged from £15 to £285.

For more information about how you can make a compliment or complaint please see our Your feedback section.

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