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.
Categories |
No. of complaints received |
% of complaints received relating to this service |
|
Development/shared ownership |
6 |
6.45% |
|
Property services & responsive repairs |
46 |
49.46% |
|
Compliance, Programme works & adaptations |
14 |
15.05% |
|
Centra - out of hours provider |
2 |
2.15% |
|
Caretaker Services |
0 |
0% |
|
Cleaning Services |
0 |
0% |
|
Gardening Services |
6 |
6.45% |
|
Rent, service or other charges |
2 |
2.15% |
|
Tenancy |
8 |
8.60% |
|
Handling of ASB complaints |
2 |
2.15% |
|
Letting/transfer/mutual exchange |
1 |
1.08% |
|
Care & Support in extra care |
3 |
3.23% |
|
Care & Support in supported living Schemes |
0 |
0% |
|
Support sheltered/ Almshouse schemes |
0 |
0% |
|
Support in temporary supported housing |
1 |
1.08% |
|
Customer Service |
1 |
1.08% |
|
Finance |
0 |
0% |
|
Other |
1 |
1.08% |
Total |
93 |
100% |
Some complaints received may cover more than one service area.
Complaints received from: |
No. received |
% of complaints from these areas |
|
General Needs |
69 |
83.13% |
|
Care & support |
14 |
16.87% |
Total |
83 |
100% |
|
The number of complaints highlighting learning, and the resulting actions. |
|
Actions |
Number |
|
Improvement of procedure & guidance with purchasing of shared ownership properties
|
1 |
|
Improved procedure for damp & mould complaints. Specialist damp inspection to be raised at initial point of report
|
2 |
|
Improved communication relating to ASB issues
|
3 |
|
Improved communication & procedure relating to fencing repairs
|
1 |
|
Improved procedure & better quality of materials for repairs. Implementation of materials being purchased via one main supplier
|
1 |
|
Improved communication procedure for on-going repairs
|
3 |
|
Improved communication and procedure for scheme replacement boilers
|
1 |
|
Improved communication & consultation with our Tenants with gardening projects
|
1 |
|
Improved planned fencing works procedure - To identifying & carry out works to fencing in the area that are not due but need attention
|
1 |
|
Improved recording of boiler service - to identify any recommended works required
|
1 |
|
Improved assessment to identify correct materials required in bedding areas to avoid flooding
|
1 |
|
Reminder to Customer Service Team to request photos for repairs to assist with right first time
|
1 |
|
Reminder to Customer Service Team to check contact numbers & update when raising orders
|
1 |
|
Improved communication & procedure relating to permission for Tenants to carry out fencing works, inlcuding communicating with any affected neighbours
|
1 |
|
Key safe fitted to some communal areas, to ensure easy access to meter cupboards
|
1 |
|
Staff training/refresher to notify customers that enquire if they have the right to buy or acquire on their property
|
1 |
|
Improved snagging/defect procedure for shared ownershio properties
|
1 |
|
Staff training to improve the procedure and recording of communication with our customers - Extra care
|
1 |
|
Revised stickers used to place on abandoned vehicles, as previous sticker used did not apply in all cases
|
1 |
|
Key safe fitted to some communal areas, to ensure easy access to meter cupboards
|
2 |
-
Making a complaint
If you wish to make a complaint please fill out our complaint form here.
Make a complaint -
View our complaints policy
You can also view our complaints policy here as well.
Complaints Policy
