Complaints & praise received

July 2007 to September 2007

Complaints received: 87.

They were about:

repairs: 56
estate management: 16
rehousing: 2
home improvements: 2
rents: 2
on call: 2
programmed works: 7
miscellaneous: 2

We received five letters of praise.

Complaints go through three main stages. If they are not resolved at stage one, they go on to stage two, and then, if necessary to stage three. See complaints procedure.

Between July 2007 and Sept 2007 complaints reached these stages:

stage one: 86
stage two: 1
stage three: 0

Improving our performance

Complaints can help us identify areas where we could improve our services. To help us do this we now have:

  • monthly meetings with Manchester Working - the organisation that repairs Northwards homes - to improve communications.
  • a special complaints panel made up of senior staff from Northwards and Manchester Working. The panel looks at complaints and makes sure we learn lessons and improve the way we work.
  • the staff 'Performance Improvement Group', set up to challenge and improve the way we do things at Northwards. The group meet every two months to look at a wide range of things, including... the way we deal with complaints, how we can increase the turn around of empty homes and looking at 'best practice' by learning from other people's good experiences. They also produce a company newsletter, to raise the value and profile of improving performance.

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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