Complaints & praise received

October 2008 to March 2009

Complaints received: 154

They were about:

Repairs (91)
Ongoing repairs and delays (78)
Missed appointments/cancelled repairs (7)
Damage caused to the property (3)
Heating (3)

Home improvements (24)
Workmanship/staff (9)
Follow-up work (13)
Contractors/mess (1)
Missed appointment (1)

Estate management (28)
Environmental issues (3)
Neighbour nuisance/Anti-social behaviour (7)
Concessionary decorating (1)
Communal heating (1)
Others (15)

Rehousing (5)
Waiting times (4)
Information given (1)

Rent (5)
Arrears (4)
Staff (1)

34 letters of praise were received for the quarter 3 and 4. The majority of these were for the Home Improvement Team 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.

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

The dates of our meeting this year are:

Wednesday 24 February
Thursday 15 April
Tuesday 8th June
Thursday 29th July
Tuesday 14th September
Monday 8th November
Tuesday 21st December

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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