It is a statutory requirement to publish complaints made by people who receive our housing services.
Overview of housing complaints received from 2019-20 to 2022-23
Financial year | 2022-23 | 2021-22 | 2020-21 | 2019-20 |
---|---|---|---|---|
Number of new (Stage 1) complaints received | 1,028 | 865 | 696 | 679 |
Number of these complaints that were responded to within 15 working days | 483 (47%) | 456 (53%) | 335 (48%) | 517 (76%) |
Number of these complaints recorded as justified* (we accepted we were at fault) | * see below | 197 | 95 | 166 |
Number of these complaints recorded as not justified** (we were not found to be at fault) | ** see below | 310 | 266 | 337 |
* The complaints dashboard now reports justified complaints based on completion date (not received as above) 60% of stage 1 complaints were justified in 2022/23 (673 / 1,126 completed)
** Not all complaints were recorded as justified or unjustified, so the figures shown in the table above do not match the total number of complaints received in a given year. Further work is planned to improve the quality of complaints data being captured.
Our service standard is to provide a full response within 10 working days from receipt of a complaint.
Overview of housing complaints received during 2022/23
Nature of complaint | Complaints received | Percentage of complaints |
---|---|---|
Failing to provide an agreed service | 271 | 26% |
Standard of service provided | 560 | 56% |
Service requested but not provided | 102 | 10% |
Not following an agreed procedure | 10 | 1% |
Attitude or conduct of employee/contractor | 27 | 3% |
Other*** | 48 | 4% |
*** includes 46 complaints where nature of complaint was not recorded in Civica
Complaint Handling Code
The HOS published a new Complaint Handling Code in July 2020. The purpose of the code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. Read how we are complying with the code.
Where to find more information on the complaints process
The Government’s ‘Make Things Right' campaign aims to inform residents on how to raise complaints if they are unhappy with the service from their social housing provider.