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Following a review of our complaints procedure, we introduced a new customer feedback policy and process in October 2022. The new policy sets out how we handle comments, compliments and complaints. We reduced the number of stages in our complaint process from three to two to make the process easier for tenants to raise their concerns, whilst also ensuring we resolve issues in a timely way. Our policy also meets the requirements of the Housing Ombudsman Complaint Handling code and the principles of the Local Government and Social Care Ombudsman.
Prior to the introduction of the new feedback policy and process, there was no formal requirement to record or report on informal stage one complaints. Following the policy and process change there has been an increase in the number of feedback cases recorded. This is a positive change and enables the Council to understand customer views as well as recording and monitoring all feedback centrally to demonstrate performance in these areas.
As the policy was launched mid-year, the data for complaint handling is split into two parts below:
01.04.2022 – 30.09.2022 – former complaints process
3 complaints regarding Housing Services were received.
33.33% of these were responded to within timescales.
Of the 3 complaints received, all were escalated to the next stage.
75% of the escalated complaints were responded to within timescales.
01.10.22 – 31.03.2023 – New Customer Feedback Policy
Comments
9 comments were received regarding Housing Services
100% of comments were responded to within our 10 working day timescales.
Compliments
10 compliments regarding Housing Services were received – thank you!
Complaints
130 complaints regarding Housing Services were received and investigated at stage-one.
75% of stage-one complaints were responded to within our timescales of 10 working days.
In 3 complaint cases, we needed longer to investigate the complaint and in line with our policy, we extended the timescales for our response to 20 working days.
100% of the complaint cases were responded to within the 20 working days.
Of the 130 complaints, 12 complaints were escalated to stage-two.
50% of stage-two complaints were responded to within our timescales of 20 working days. Work is underway to improve in this area, to ensure we are meeting the requirements of the Housing Ombudsman.
9.2% of complaints were escalated to stage 2, this is positive and demonstrates that in the majority of cases we are understanding, acknowledging and listening to our customers concerns and responding appropriately at stage-one.
Following a review of our complaints procedure, we introduced a new customer feedback policy and process in October 2022. The new policy sets out how we handle comments, compliments and complaints. We reduced the number of stages in our complaint process from three to two to make the process easier for tenants to raise their concerns, whilst also ensuring we resolve issues in a timely way. Our policy also meets the requirements of the Housing Ombudsman Complaint Handling code and the principles of the Local Government and Social Care Ombudsman.
Prior to the introduction of the new feedback policy and process, there was no formal requirement to record or report on informal stage one complaints. Following the policy and process change there has been an increase in the number of feedback cases recorded. This is a positive change and enables the Council to understand customer views as well as recording and monitoring all feedback centrally to demonstrate performance in these areas.
As the policy was launched mid-year, the data for complaint handling is split into two parts below:
01.04.2022 – 30.09.2022 – former complaints process
3 complaints regarding Housing Services were received.
33.33% of these were responded to within timescales.
Of the 3 complaints received, all were escalated to the next stage.
75% of the escalated complaints were responded to within timescales.
01.10.22 – 31.03.2023 – New Customer Feedback Policy
Comments
9 comments were received regarding Housing Services
100% of comments were responded to within our 10 working day timescales.
Compliments
10 compliments regarding Housing Services were received – thank you!
Complaints
130 complaints regarding Housing Services were received and investigated at stage-one.
75% of stage-one complaints were responded to within our timescales of 10 working days.
In 3 complaint cases, we needed longer to investigate the complaint and in line with our policy, we extended the timescales for our response to 20 working days.
100% of the complaint cases were responded to within the 20 working days.
Of the 130 complaints, 12 complaints were escalated to stage-two.
50% of stage-two complaints were responded to within our timescales of 20 working days. Work is underway to improve in this area, to ensure we are meeting the requirements of the Housing Ombudsman.
9.2% of complaints were escalated to stage 2, this is positive and demonstrates that in the majority of cases we are understanding, acknowledging and listening to our customers concerns and responding appropriately at stage-one.
