Northwards Housing

Complaints & praise received

April 2010 to September 2010

Complaints received: 179

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They were about:

Surveying Services/Repairs (93)
Delay/Problem not solved (81)
Disagree with decision: replacement doors etc(12)

Rehousing (1)
Error in processing application (1)

Estate Management (50)
Neighbour nuisance/Antisocial Behaviour (8)
Environmental Issues (13)
Staff (4)
Various Tenancy Management (25)

Programmed Works (26)
Damage during works (14)
Problem with media services (2)
Missed appointment (1)
Refusal of work (4)
Other, including time taken for works (5)

Rents (4)
Arrears (3)
Staff (1)

Customer Service Centre (2)
Communication by text (1)
Out of hours service (1)

Retirement Housing (2)
Service (1)
Staff (1)

Finance (1)
Staff (1)

33 items of praise were received for quarter 1 and 2. There was generally an equal spread of praise throughout. Themes included repairs, staff, tenancy support and environmental issues. There as also an item of praise aimed at Northwards Housing as a whole, for supporting a tenant who suffered a house fire.

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.

At your service