Agenda item

Objective: To provide an overview of housing related complaints and compliments, identifying key areas of dissatisfaction and areas for learning and service improvement.

The Customer Services Manager introduced the quarter 1 complaints and compliments report. She noted that nationally complaints numbers have increased, which shows that more tenants are accessing the complaints process. Since the last report to the Committee, the Complaints Handling Code self-assessment has been completed and was compliant in all areas. It has been submitted to the Housing Ombudsman and uploaded on the housing service website. Additional resource has also been recruited within the complaints service to support the Complaints Officer.

The Committee’s discussion raised the following points:

-       It would be beneficial to provide data over time in the learning framework applied chart to establish whether the figures are improving or worsening. It was noted that results do fluctuate but the team are aware where focus needs to be on improvement.

-       It was noted that there had been 12 complaints relating to the quality of work in quarter 1 and concerns were raised that this was due to the absence of routine post-inspections and contractor work not being monitored. It was confirmed that there had been issues with contract management due to resource shortages and a lack of the particular skill set needed to manage contractors. A skills gap analysis is being carried out. A lot of work has been carried out on how contractors are procured in the last few months to ensure they are appointed through robust processes. For example, the three new contractors appointed recently to work on voids are being given a smaller number of jobs initially to allow an assessment to be carried out of their strengths and issues that need to be addressed. Should significant issues be identified then we may stop using that contractor. The new contracts agree a rate but does not commit the council to a specific number of jobs, they also include a framework for how performance will be monitored.

-       It was noted that leaseholders are experiencing similar issues and are being charged for repeated call outs where repairs are not completed and where contractors have not really been fit for their role. The Head of Housing Services will discuss this matter with the Leasehold Representative to confirm whether they are financially liable where repairs are not completed and how they can ensure they are receiving value for money.

-       The importance of complaints was highlighted in driving improvement and holding contractors to account. It was confirmed that a meeting has been held with a contractor to discuss complaints and further meetings are scheduled.

-       It was highlighted that repeated visits to repairs without noticeable progress or evidence of work being carried out erodes tenants’ trust and may make them less likely to engage with the service.

-       Concern was raised that the service may be being charged for visits where no action is taken.

-       It was noted that the numbers in the report tend not to match exactly as the 10-day response target often falls across periods.