Communication
Are residents kept informed and updated during the complaints process?
Yes.
Are residents informed of the landlord’s position and given a chance to respond and challenge any area of dispute before the final decision?
Yes. Customers are informed of our position at local resolution stage. At final review stage customer are asked to set out why they remain dissatisfied and the action they would like taken to resolve matters.
Are all complaints acknowledged and logged within five days?
Yes.
Are residents advised of how to escalate at the end of each stage?
Yes.
What proportion of complaints are resolved at stage one?
88% of complaints are resolved at local resolution stage.
What proportion of complaints are resolved at stage two?
12% complaints are resolved at final review stage.
What proportion of complaint responses are sent within Code timescales? Stage one, Stage one (with extension), Stage two, Stage two (with extensions)
Our casework system does not have extension times and monitors performance in accordance with our corporate timescales rather than those set out within the code.
Stage 1 - 91%
Stage 2 - 92%
Further information is available in our Corporate Committee Report - 25 November 2020.
Where timescales have been extended did we have good reason?
Yes
Where timescales have been extended did we keep the resident informed?
Yes.
What proportion of complaints do we resolve to residents’ satisfaction?
88% of local resolution complaints are resolved as only 12% are escalated to final review stage.