Complaints
We want all of our residents to be completely
satisfied with the services they received. If you are not, we want
you to tell us about it so we can put it right if possible and
learn from our mistakes.
Our commitment:
When you complain:
- We will listen and put it right immediately if we can.
- If we can’t, in writing we will send you an acknowledgement to
you within 3 working days, responding to you within 10 working days
telling you what we have done to put it right or why we can’t do
what you want us to do.
- We will tell you how you can complain to the Independent
Housing Ombudsman.
- We will use information gathered from your complaints to
improve our services and tell you annually what actions we have
taken.
| Measure |
Target |
Method |
| Number of
complaints received |
No target |
Quantitative
analysis |
| Percentage of complaints dealt with at
Stage 1 |
75% |
Quantitative analysis |
| Percentage of complaints referred by
Ombudsman for action |
1% or less |
Quantitative analysis |
| Customer satisfaction with the way the
complaint was handled |
85% |
Complaints/feedback and customer
satisfaction survey |
Meeting the TSA standards for:
Tenant involvement and empowerment