Complaints & praise received

October to December 2008

Complaints received: 71

They were about:

Repairs (39)
Ongoing repairs and delays (32)
Missed appointments/cancelled repairs (4)
Damage caused to the property (3)

Home improvements (11)
Workmanship/staff (9)
Follow-up work (2)

Estate management (15)
Environmental issues (3)
Neighbour nuisance/Anti-social behaviour (4)
Concessionary decorating (1)
Others (7)

Rehousing (4)
Waiting times (3)
Information given (1)

Rent (2)
Arrears (4)

Improving our performance

Complaints can help us identify areas where we can improve. For example, in response to problem areas, we have:

  • set up a special complaints forum to check a sample of all complaints and report back on the quality of the response to those complaints. The group is made up of our managers, tenants reps, and staff from the companies that carry out our repairs and home improvements
  • trained our staff on new complaints policies and procedures
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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