Complaints, comments and compliments about Council housing

What our customers complaining about:

• 61% - repairs and maintenance
• 63% - delays or lack of service

During 2010, there was a decrease in the number of complaints made regarding actions of staff Complaints fell from 19% in the January to March quarter to 11% in April to June quarter.

How many complaints do we receive?

We received 643 complaints between April 2009 and March 2010.

Fewer complaints were received from customers during April to June 2010 than the previous quarter, 111 compared with 165.

Our time take to resolve complaints:

Our time to resolve customer complaints within our target of ten days improved in the same period from 58% to 37%. Each service area contributed to the improvement in performance.

During 2009/10, Stage 1 complaints were dealt with in an average of 9.76 days compared to our 10 day target.

Compliments

• 160 comments
• 195 Councillor surgeries
• 77 MP enquiries

Last update: 14/06/2011