Complaints & praise received

October 2009 to March 2010

Complaints received: 139

They were about:

Surveying Services (96)
Delay/Problem not solved (65)
Heating (30)
Damage to the property (1)

Rehousing (3)
Waiting times (3)

Estate Management (18)
Neighbour nuisance/Antisocial Behaviour (3)
Environmental Issues (3)
Disagree with policy (1)
Various Tenancy Management (11)

Programmed Works (16)
Damage during works (1)
Follow Up Works (14)
Refusal of works (1)

Rents (5)
Arrears (2)
Heating Charge (3)

Customer Service Centre (1)
Out of hours service (1)

44 Letter of praise were received for quarter 3 and 4. The majority of these were for the Home Improvement Teams and the contractors for the works carried out.

Improving our performance

We show a sample of real complaints on our website that tenants have sent us and we tell you what we have changed or improved as a result. You can see them here.

We only show complaints once we have your permission and we never show names or full addresses.

We also have a Complaints Panel that meets every other month to look at how well we handle complaints, the quality of our written responses and how we can learn lessons. We are keen to learn lessons from Complaints so if you would like to get involved with our staff, contractors, customer service centre staff and other tenants then come along to our Complaints Panel meeting, of if you would like to know more call Yvette on 720 5877 or email info@northwardshousing.co.uk

Have your say

How satisfied are you with our service? Any suggestions for how we can improve? We're all ears! Contact us with your views.

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