What We've Learned From Complaints - November Update

Every month, we look closely at the complaints and service requests we receive from customers. This helps us spot problems and make things better.

Here’s what we found in November:

How many complaints did we get in November?

• We had 24 Stage 1 complaints
• We had 2 Stage 2 complaints (this is when someone isn’t happy with how their Stage 1 complaint was handled)
• We also had 52 service requests (these are things we can sort out quickly without needing a formal complaint)

The number of complaints is slightly higher than this time last year. The number of service requests is similar to the previous year.

What were the complaints about?

The most common problems were:

• Missed appointments
• Work not being completed 
• Poor communication

Communication remains the key theme in complaints. A repairs task and finish group, made up of Your Voice customers, has been formed and has met with North Star's Director of Assets and Sustainability to discuss these issues directly. The group is considering recommendations and further research to improve how repairs are communicated.

Work not completed and missed appointments are picked up directly with contractors in monthly and weekly meetings. 

How quickly did we respond?

• On average, we replied to complaints in 3 working days in November
• So far this year, the average is 5 working days, which meets the required timescales from the Housing Ombudsman (10 working days)

Were people happy with how we handled their complaint?

Complaint-handling satisfaction was 50% in November (86.6% year to date).

Compensation

• We paid out £1,306 in compensation in November
• That brings the total so far this year to £24,757

Your Voice customers told us that we needed to be more consistent in our approach to paying compensation. We have reviewed these processes and are confident that this is now happening.

Did we reject any complaints?

No – we accepted all complaints in November and for the year so far.

What are we learning?

We're using this feedback to:

• Spot common problems
• Set up customer groups focused on recommending improvements to the complaints process and services 
• Take action faster
• Work better with our contractors
• Keep improving the service for you

Complaints help us improve and make things better, not only for you but for all of our customers. If something’s gone wrong, please let us know.

You can find out more about our complaints process, access our complaints policy or make a complaint by clicking here.