Complaint Performance Customers & Neighbourhoods: Quarter 3 7/8 Report Compiled by Katie Chandley Customer Complaints Coordinator
Contents. Introduction 2. Complaint Management Performance 3. Volume of Complaints 4. Compensation Payments 5. Compliments Complaints Report Quarter 3 7/8
Introduction While we try to make sure that we do everything right first time, sometimes we get things wrong and customers may want to make a complaint. Although we try to ensure that our customers don t feel that they need to make a complaint we welcome them as they give us an opportunity to improve our services. Customer feedback helps us to do things better next time. Currently, the Performance and Customer Insight Team manage customer complaints on behalf of all teams within One Vision Housing (OVH). This includes repairs and investment works carried out by Sovini Property Services. This report contains details of those complaints for the financial quarter from the st October 27 to 3 th December 27 specifically for One Vision Housing s Customers & Neighbourhoods Teams. If you require any clarification or further detail please contact Katie Chandley. Katie.chandley@sovini.co.uk 2 Complaints Report Quarter 3 7/8
Overall Complaint Performance The below table outlines complaint management performance for Quarter 3 27/8. This includes complaints from all service areas within One Vision Housing (OVH). Qtr 4 6/7 Qtr 7/8 Trend Qtr 2 7/8 Trend Qtr 3 7/8 Trend % of Stage complaints responded to within target time 93% 89% 9% % % of Stage 2 complaints responded to within target time 82% 92% 9% % % of customers satisfied with complaint handling 7% 56% 59% 7% % of customers satisfied with complaint outcome 68% 68% 59% 59% Average number of working days to resolve a Stage complaint Average number of working days to resolve a Stage 2 complaint 8 9 8 6 9 9 8 % of complaints resolved at Stage 89% 9% 93% 9% 3 Complaints Report Quarter 3 7/8
Volume of Complaints The below charts show the number of complaints closed throughout st October 3 th December by each team within Customers & Neighbourhoods. It also shows the number of these complaints which were upheld. COMMUNITY SAFETY Upheld Partially Upheld Not Upheld NO. OF COMPLAINTS POOR INFORMATION PROVIDED POLICY OR PROCEDURE NOT FOLLOWED FAULT CATEGORY POOR STAFF ATTITUDE TOO LONG TO CARRY OUT WORK Volume of Community Safety complaints over the previous half years. Qtr. 426/7 Qtr. 27/8 Qtr. 227/8 Qtr. 327/8 Received 2 3 2 4 % Upheld 5% 33% % 75% Fault Category Review Community Safety has seen an increase in complaints being logged and upheld in Quarter 3. The first upheld complaint was regarding providing a letter to a customer stating that she would inherit her right to buy entitlements from her mother following a mutual exchange; however, the customer does not inherit these rights. As a company we have learnt from this to make sure background information is checked before providing to a tenant. The other 3 complaints are all around our handling of an issue in which could have been avoided; however, we have learnt and can continue to learn from this by making sure we are always pleasant to the tenant whilst following policy and procedure correctly to effectively deal with the issues being raised. 4 Complaints Report Quarter 3 7/8
NEIGHBOURHOOD SERVICES Upheld Partially Upheld Not Upheld 4 4 4 NO. OF COMPLAINTS 2 2 3 2 2 3 FAULT CATEGORY Volume of Neighbourhood Management complaints over the previous four quarters. Qtr. 426/7 Qtr. 27/8 Qtr. 227/8 Qtr. 327/8 Received 7 33 25 32 % Upheld 47% 33% 28% 28% Whilst there has been an increase of 7 complaints logged in Quarter 3 only 2 of these additional complaints where upheld resulting in the upheld percentage remaining the same across the two Quarters. The two categories that have the most upheld complaints are policy or procedure not followed and too long to carry out work. A trend that has been identified is that all of these upheld complaints are linked to the handling of ASB related issues of which there has been an overall increase of complaints being logged of this nature from the last quarter. Three examples of complaints logged and upheld relating to ASB are linked under the categories too long to carry out work and poor work. A lesson learnt for OVH here is not to delay tackling ASB; especially if there has been a number of reports in the same road/area, ultimately a residents meeting was arranged and an action plan implemented to tackle the ASB issues. The action plan consisted of: every tenant had and completed an ASB diary, contact from ourselves bi-weekly to collect diaries and issue new ones if required, meetings arranged with the tenant causing the ASB and their support worker to explain outcomes if the behaviour continued and a clean-up of the back of the properties was also arranged. 5 Complaints Report Quarter 3 7/8
CUSTOMER ACCESS Upheld Partially Upheld Not Upheld 2 NO. OF COMPLAINTS POOR STAFF ATTITUDE POOR INFORMATION PROVIDED FAULT CATEGORY POOR WORK POLICY OR PROCEDURE NOT FOLLOWED Volume of Customer Access complaints over the previous four quarters. Qtr. 426/7 Qtr. 27/8 Qtr. 227/8 Qtr. 327/8 Received 3 7 % Upheld N/A % % 29% From Quarter 2 there has been 6 more complaints logged however only 2 have been upheld with no identifiable trend. The first upheld complaint was with regards to the setting up of a tenant s direct debit which was set on the incorrect account causing bank charges. The lesson learnt from this is advisors to double check account and other tenant details before submitting to reduce errors going forward. The second upheld complaint was in relation to OVH not responding in an appropriate timeframe to her request for a gas repair appointment because the correct Policy or Procedure was not followed. So this does not happen again advisors have been reminded of the correct Policy or Procedure to follow if a gas repair is reported and training will be provided to any individuals that may need it. 6 Complaints Report Quarter 3 7/8
INDEPENDENT LIVING Upheld Partially Upheld Not Upheld NO. OF COMPLAINTS POOR QUALITY OF COMMUNICATION FAULT CATEGORY TOO LONG TO CARRY OUT WORK Volume of Independent Living complaints over the previous four quarters. Qtr. 426/7 Qtr. 27/8 Qtr. 227/8 Qtr. 327/8 Received 2 2 % Upheld N/A % % N/A Fault Category Review There have been no complaints logged for Independent Living this Quarter which is an improvement from last Quarters 2 upheld complaints. Both of the previous Quarters complaints were linked to a lack of communication with tenants; Independent Living have therefore used lessons learnt from the previous Quarter and implemented them across the department which has reduced the number of complaints. 7 Complaints Report Quarter 3 7/8
Compliments The below graph shows the number of compliments recorded by the Performance and Customer Insight Team throughout Quarter 3 27/8 so far by each team within the organisation. Compliments 5 5 7 4 4 3 5 8 Complaints Report Quarter 3 7/8