1. Complaints &
Compliments
Performance

2. 2017/18

3. 2017/18

4. 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

5. 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

6. 2018/19

7. 2018/19

8. 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

9. 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 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