Learning from Complaints
In Quarter Three we saw our complaints increase slightly which is not unusual during winter period. This quarter some a downturn in our complaint response timescales for a variety of reasons, some of which included the complex nature of the complaints or simply down to staff or contractor resource to respond in time.
We have arranged training for staff on our complaint management system and are in the process of developing complaint procedure notes to ensure staff utitlise our complaint recording system to capture as much information relative to the complaint as possible.
We did also note a higher number of complaints about delays and contractors failing to attend to repair appointments.
We are coninuing to work with our contractors to ensure that they understand the standards expected of them. Covid has caused a huge disruption to our repairs contractors which has seen them experience problems sourcing materials, staff shortages as well as a backlog of repairs built up during lockdown that they are catching up with. We meet with our contractors regularly to discuss any service issues and will continue to monitor their service.