We are committed to providing the best service we can, and we always welcome customer feedback, both positive and negative to help us improve the services we deliver. On this page, we will summarise the type of complaints we’ve received over the last year, and what we have learned from them to help improve how we deliver our services.
Here are the results for all the compliments and complaints we have logged over the last year:
205 Compliments
Business Assurance - 2
Assets - 100
Customer & Communities – 78
Overall - 25
70 Stage 1 Complaints
Business Assurance – 4
Assets - 41
Customer & Communities – 25
22 Stage 2 Complaints
Business Assurance – 1
Assets - 9
Customer & Communities – 12
5 Housing Ombudsman Investigations
Business Assurance – 1
Assets - 0
Customer & Communities – 4
Learning from your complaints
After reviewing all the complaints we’ve received, there are repeat issues and themes that have been addressed. This learning will hopefully decrease complaints and improve our overall service for our tenants. Below are some of the priority issues that came up and what we’ve done to change this:
Review repair appointment timescales.
Timescales of repairs were agreed and published on our website so you have an idea of how long certain repairs will take to be completed.
Improve how records are kept on QL, especially vulnerabilities that tenants may have.
Weekly bitesize training is held for staff to improve tenant communication as well as Disability Awareness and Reasonable Adjustments training delivered to all staff throughout the business to give a wider understanding of vulnerabilities.
Damp, mould and condensation reports need to be dealt with more seriously.
If a tenant reports any damp, mould, or condensation in their property and they have any health-related issues, we mark their case as a priority.
Increase in Anti-Social Behaviour (ASB) reports.
We have reviewed and improved our ASB policy and have provided thorough training to staff to improve how our ASB records are kept.
Community Walkabouts are needed.
We set up a continuous programme of community walkabouts to take place on estates across Bury which gives you the chance to log any issues or repairs that need dealing with directly with members of staff.
We are currently working on improving responsive and planning works communication with you.
Full Complaints Reports
- pdf file
- pdf file
