Customer Service - Complaints 2021-2022

 

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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 497
April-June 2021 274
July-September 2021 223
October-December 2021  
January-March 2022  

 

Stage 1 Complaints

 

Number of quick fix or service considerations due in this period

 

Year to date 152
April-June 2021 76
July-September 2021 76
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 284

 

Number of quick fix or service considerations answered within time

 

Year to date 114
(75%)
Worried Face
Target 100%
April-June 2021 58
(76%)
July-September 2021 56
(74%)
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 263 (93%)

 

Number of stage 1 complaints closed within the quarter

 

Year to date 118
April-June 2021 52
July-September 2021 66
October-December 2021  
January-March 2022  

 

Number of quick fix or service considerations upheld

 

Year to date 58
(49%)
April-June 2021 37
(71%)
July-September 2021 21
(32%)
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 262 (92%)

 

Stage 2 Complaints

 

Number of stage 2 complaints received in that period

 

Year to date 21
April-June 2021 6
July-September 2021 15
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 21

 

Number of stage 2 complaints due that were answered within time

 

Year to date 19
(90%)
Worried Face
Target 100%
April-June 2021 4
(67%)
July-September 2021 15
(100%)
October-December 2021  
January-March 2022  

202021 End of Year Performance: 18 (86%)

 

Number of stage 2 complaints closed within the quarter

 

Year to date 15
April-June 2021 5
July-September 2021 10
October-December 2021  
January-March 2022  

 

Number of stage 2 complaints upheld

 

Year to date 12
(63%)
April-June 2021 4
(80%)
July-September 2021 8
(80%)
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 16 (89%)

 

Housing Ombudsman Complaints

 

Number of Housing Ombudsman complaints received in that period

 

Year to date 1
April-June 2021 1
July-September 2021 0
October-December 2021  
January-March 2022  

 

Number of Housing Ombudsman complaints upheld

 

Year to date N/A
April-June 2021 N/A
July-September 2021 N/A
October-December 2021  
January-March 2022  

2020/21 End of Year Performance: 0 (100%)

 

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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 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 372
April-June 2020 45
July-September 2020 91
October-December 2020 123
January-March 2021 113

2019/20 End of Year Performance: 515

 

Failure to provide a service

 

Year to date 145
(39%)
April-June 2020 19
(42%)
July-September 2020 34
(37%)
October-December 2020 46
(37%)
January-March 2021 46
(41%)

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

 

Dissatisfied with repairs service provided

 

Year to date 142
(38%)
April-June 2020 15
(33%)
July-September 2020 38
(42%)
October-December 2020 46
(37%)
January-March 2021 43
(38%)

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

 

Other

 

Year to date 85
(23%)
April-June 2020 11
(25%)
July-September 2020 19
(21%)
October-December 2020 31
(26%)
January-March 2021 24
(21%)

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

 

Stage 1 Complaints

 

Number of quick fix or service considerations due in this period

 

Year to date 284
April-June 2020 41
July-September 2020 31
October-December 2020 117
January-March 2021 95

2019/20 End of Year Performance: 504

 

Number of quick fix or service considerations answered within time

 

Year to date 263
(93%)
Worried Face
Target 100%
April-June 2020 40
(98%)
July-September 2020 29
(93%)
October-December 2020 107
(91%)
January-March 2021 87
(92%)

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

 

Number of quick fix or service considerations upheld

 

Year to date 262
(92%)
April-June 2020 30
(73%)
July-September 2020 70
(79%)
October-December 2020 94
(80%)
January-March 2021 68
(72%)

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

 

Stage 2 Complaints

 

Number of stage 2 complaints received in that period

 

Year to date 21
April-June 2020 5
July-September 2020 4
October-December 2020 6
January-March 2021 6

2019/20 End of Year Performance: 27

 

Number of stage 2 complaints due that were answered within time

 

Year to date 18
(86%)
Worried Face
Target 100%
April-June 2020 5
(100%)
July-September 2020 4
(100%)
October-December 2020 3
(60%)
January-March 2021 6
(100%)

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

 

Number of stage 2 complaints upheld

 

Year to date 16
(89%)
April-June 2020 3
(60%)
July-September 2020 2
(50%)
October-December 2020 5
(100%)
January-March 2021 6
(86%)

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