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 |
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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
