Positive Learning from Complaints

Complaints are a positive and valuable source of learning as some help us identify where we can make improvements to our services. Find out what has happened with the complaints made last year.

Posted by: | 25th September 2020
Customer Services

Complaints are a positive and valuable source of learning as some help us identify where we can make improvements to our services.  Between 1 April 19 to 30 March 2020 Orwell received 83 complaints relating to  various areas of the business.

Here is an example of a complaint, and what we have learned.  

  • The Complaint

Infestation of ants experienced by many households on an estate. 

  • What happened

Following works being carried out on individual properties the issue was still not resolved so the issue was investigated further to try and resolve the ongoing problem.

  • The Learning

It was acknowledged the problem was arising due to the soil type on the estate being particularly suited to ant colonisation.

  • Outcome

To manage the issue, it was agreed to carry out regular planned ant treatment of communal areas on the estate to try and manage the situation.

 

No. of Complaints - Service Area 1 April 19 to 30 March 20

Total

Development & Property Services

65

Landscape/environment cleaning, caretaking, communal areas

0

Quality

0

Rent, service or other charges

1

Housing Management

6

Letting/transfer

0

Care/Support Services

10

Other

3

*Total

83

 

 

The number of complaints highlighting learning, and the resulting actions.

Actions

Number

Improvement of procedure

13

Improved communication

4

Staff training

4

Change of procedure

7

Change of provider / contractor

1

Change of care plan

1

Improvement of information available

2

Improved quality of home

1

Improvement with repairs diagnoses

1

 

Google translate Google translate
click to choose
Colour contrast Contrast
default
high
Font size Text size
down
default
up