An update on complaints

An overview of our performance between June and September 2021.

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As a mutual housing society, we value being open and honest and have made a commitment to sharing information when things go wrong and how we respond to put things right. With this in mind, below is an update of our performance in dealing with complaints between July and September 2021. 

  • Number of complaints received July - Sept 21

    We received 75 formal stage 1 complaints, between July and September 2021. This was 5 more than the last period - April to June 2021.

  • Time taken to resolve complaints

    Stage 1 cases were resolved in an average of 4 working days (our target is 10 working days).  This is a big improvement on our 2020-21 performance which was 15 working days!

    Stage 2 cases were resolved in an average of 5 working days (our target is 15 working days). Again this is an improvement on our 2020-21 performance which was 14 working days!

    For more information about Stage 1 and Stage 2 cases, read our Complaints Policy

  • Percentage of complaints resolved within target

    97% of Stage 1 cases have been resolved. Our 2020-21 performance was 60%

    98% of Stage 2 cases have been resolved.  Our 2020-21 performance was 70%.

  • Complaints in numbers

    46% of complaints were about repairs, for example the time taken to carry out a repair or about the quality of a repair.

    11% were about neighbourhood services.

    11% about grounds maintenance/ caretaking.


Learning and improving from complaints

We are always looking at ways to learn and improve as a result of complaints from customers, some examples of how we have done this in the last year are:

  • Additional resources have been put into the bricklaying team to catch up on their work schedule
  • Ensuring that we comply with our legal obligations to display ‘No Smoking’ signage in all RBH vehicles
  • Closer monitoring of the cleaning team including ensuring photo's are taken before and after carrying out a cleaning schedule and random spot checks
  • Reviewing and improving information provided to new tenants upon moving in
  • Adding complaints and compensation paid, to Post Contract Evaluations so it can be considered/noted during future tender evaluations with the contractor
  • Improving communication when a repair is only temporary, so the customer is aware it isn't a permanent fix
  • Introducing procedures to ensure all customers with an offer of a new home receive a weekly update
  • Producing clearer information for customers regarding decorating costs following plastering work
  • Reviewing procedures for addressing occasions where we need to attend to a leak but a resident is not responding to cards left

Customer Complaints Panel

The Customer Complaints Panel work with us to improve the complaints service and the experience for customers. One way they do this is by scrutinising recent complaints and providing invaluable feedback regarding what we have done well and what we need to do better moving forward, so that the customers experience is improved.  The Panel have reviewed four complaints already this year.

If you are interested in joining the panel, visit our 'Events' page to find out when our next one will take place. Or email our Customer Complaints Lead at customer.complaints@rbh.org.uk

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