Customer Service - Complaints 2020-2021

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

All Complaints By Categories

 

Number of complaints received in that period

Year to date 136
April-June 2020 45
July-September 2020 91
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 515

 

Failure to provide a service

 

Year to date 53 (39%)
April-June 2020 19 (42%)
July-September 2020 34 (37%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 149 (29%)

 

Dissatisfied with repairs service provided

 

Year to date 53 (39%)
April-June 2020 15 (33%)
July-September 2020 38 (42%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 256 (50%)

 

Other

 

Year to date 30 (22%)
April-June 2020 11 (25%)
July-September 2020 19 (21%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 109 (21%)

 

Stage 1 Complaints

 

Number of quick fix or services considerations due in this period

 

Year to date 72
April-June 2020 41
July-September 2020 31
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 504

 

Number of quick fix or service considerations answered within time

 

Year to date 69 (96%) Worried Face
Target 100%
April-June 2020 40 (98%)
July-September 2020 29 (93%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 484 (96%)

 

Number of quick fix or service considerations upheld

 

Year to date 100
April-June 2020 30 (73%)
July-September 2020 70 (79%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 396 (73%)

 

Stage 2 Complaints

 

Number of stage 2 complaints received in that period

 

Year to date 9
April-June 2020 5
July-September 2020 4
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 27

 

Number of stage 2 complaints due that were answered within time

 

Year to date 9 (100%) Happy Face
Target 100%
April-June 2020 5 (100%)
July-September 2020 4 (100%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 27 (100%)

 

Number of stage 2 complaints upheld

 

Year to date 5 (56%)
April-June 2020 3 (60%)
July-September 2020 2 (50%)
October-December 2020  
January-March 2021  

2019/20 End of Year Performance: 21 (75%)

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face - Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

Customer Service - Complaints 2019-2020

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face- Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more

All Complaints By Categories

Number of complaints received in that period

 

Year to date 515
April-June 2019 111
July-September 2019 122
October-December 2019 130
January-March 2020 152

2018/19 End of Year Performance: 663

Failure to provide a service

 

Year to date 149 (29%)
April-June 2019 41 (37%)
July-September 2019 33 (27%)
October-December 2019 32 (25%)
January-March 2020 43 (28%)

2018/19 End of Year Performance: 174 (26%)

Dissatisfied with repairs service provided

 

Year to date 256 (50%)
April-June 2019 61 (55%)
July-September 2019 52 (43%)
October-December 2019 66 (50%)
January-March 2020 77 (51%)

2018/19 End of Year Performance: 353 (53%)

 

Other

 

Year to date 109 (21%)
April-June 2019 9 (8%)
July-September 2019 37 (30%)
October-December 2019 32 (25%)
January-March 2020 31 (21%)

2018/19 End of Year Performance: 136 (24%)

 

Stage 1 Complaints

 

Number of quick fix or services considerations due in this period

 

Year to date 504
April-June 2019 108
July-September 2019 122
October-December 2019 124
January-March 2020 150

2018/19 End of Year Performance: 630

 

Number of quick fix or service considerations answered within time

 

Year to date 484 (96%) Worried Face
Target 100%
April-June 2019 103 (95%)
July-September 2019 117 (96%)
October-December 2019 122 (98%)
January-March 2020 142 (97%)

2018/19 End of Year Performance: 531 (96%)

 

Number of quick fix or service considerations upheld

 

Year to date 396 (73%)
April-June 2019 84 (74%)
July-September 2019 87 (64%)
October-December 2019 103 (81%)
January-March 2020 122 (83%)

2018/19 End of Year Performance: 410 (67%)

 

Stage 2 Complaints

 

Number of stage 2 complaints received in that period

 

Year to date 27
April-June 2019 6
July-September 2019 9
October-December 2019 8
January-March 2020 4

2018/19 End of Year Performance: 32

 

Number of stage 2 complaints due that were answered within time

 

Year to date 28 (100%) Happy Face
Target 100%
April-June 2019 6 (100%)
July-September 2019 9 (100%)
October-December 2019 8 (100%)
January-March 2020 5 (100%)

2018/19 End of Year Performance: 29 (94%)

 

Number of stage 2 complaints upheld

 

Year to date 21 (75%)
April-June 2019 3 (60%)
July-September 2019 7 (77%)
October-December 2019 7 (87%)
January-March 2020 4 (80%)

2018/19 End of Year Performance: 29 (94%)

 

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Happy Face - Meeting current target
Meeting current
target

Worried Face- Within 10% of meeting current target 
Within 10% of meeting
current target
Sad face - Not meeting current target by 10% or more
Not meeting
current target by 10% or more