Complaints & Compliments Performance

2017/18

2017/18

Common complaint reasons 2017/18 Service Area No. of Complaints Common complaint reasons ASSET MANAGEMENT 16 Condition of property Standard of contractor work Heating systems in property Communication from Ocean Housing RESPONSIVE REPAIRS 15 Standard of work Timescales to complete work Missed repairs appointment Staff attitude/manner PLANNED REPAIRS 8 NEIGHBOURHOOD SERVICES Condition of property when moving in Communication regarding Anti-Social Behaviour Procedures – Anti-Social Behaviour, Lettings, Tenancies Lack of communication from Ocean Housing INCOME MANAGEMENT 6 Miscommunication Recharge amount/criteria Timescales for issuing repayment/refund Service charge costs for incomplete work CUSTOMER SERVICES 1 Authority to discuss not on system Poor communication from Advisor DEVELOPMENT Standard of workmanship on new build

2017/18 – Lessons Learnt Key Findings Actions Taken Implemented Changes Existing operating issues with sewage treatment system Liaison with designer & supplier to make alterations to system Asset Management & Development to review design of sewage treatment systems for future developments Complaint process not followed Staff training on complaints process Complaints process reviewed to ensure if a manager is away then reassigned to appropriate person Communication breakdown Staff training Improved communication with sub-contractors Joint inspections (Head of Health & Safety and NSOs) Inspectors contact customers directly if rearranging appointments Disputes within neighbourhoods  Consultation among residents Neighbourhood Action Plan Procedures chasing outstanding arrears on account of deceased tenant Revised procedure Revised procedure; only seek payments where solicitor involved Poor conditions of properties Inspections Issue advice on managing condensation and provided mould eradication kits Property upgrade/maintenance programmes under constant review

2018/19

2018/19

Common themes of complaints 2018/19 Service Area No. of Complaints Common themes of complaints Asset Management 6 Staff attitude/manner Lack of communication Day-to-Day Repairs Communication regarding repairs Timescales to complete work Planned Works 1 Lack of communication regarding appointments Voids 5 Outstanding repairs to property Condition of property Neighbourhood Services 9 Procedures – ASB, Tenancy changes, Mutual Exchanges Lettings 2 Allocations of properties Customer Accounts Recharge amount/criteria Communication from staff Tenant Involvement Communication between residents associations and Tenant Involvement Development Process for reporting defects

2018/19 – Lessons Learnt Key findings Actions Taken Implemented Changes Workmanship & defective decoration Outstanding repair work complete Decoration voucher issued Closer checks following decoration All reasonable repairs picked up during void post inspection Defects to new property Defects rectified Residents explained full process Ensure new residents have full information for reporting defects Outstanding void works Repairs completed Explanation of void standard Review post inspection checks with void supervisor Communication from staff Interviews with staff involved Reminder to staff in 1-2-1 meetings on professional standards Poor communication and unaware of Resident Association actions Visit communal centre and resident association Closer working with Resident Associations Communication from external staff Request external staff receive further customer care training Spot check monitoring of calls Incomplete information provided to customer Full information provided on process Refresher training for CSA’s and Neighbourhood Services admin staff