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.

 

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

 

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