Our approach to handling complaints has the lowest TSM rating in the survey. Although there is significant room for improvement, it should be noted that this is common across the sector and only residents who've made a recent complaint are included. It is also left to the resident to determine what they consider to be a complaint, which may not actually be a formal complaint. However, the way complaints are handled, including any subsequent action taken, is very important to residents' satisfaction.
Positive comments
The condition of the house is still good and any repairs or complaints, they are dealt with really quickly.
Whenever we have any problems really prompt to sort it out with timings, they are considerate respectful professional. I also feel very safe — especially when I first had my baby, I was home alone, I felt very safe.
They have resolved any issues quickly.
Negative comments
Respond to our calls quickly, complaints take so long to respond if there is any damage or any repairing issues we do not get immediate response.
I put in a complaint a year ago and it is ongoing. The Housing Officer has taken a month to respond to an email after I spoke to someone in the office.
I have been having problems, with mould. They keep coming and telling us to open the windows. We are opening the windows, regularly. But we are noticing, there is still mould building up on the outside wall.
We have made progress in improving how we handle complaints, with success in dealing with complaints meeting the target for response in 92% of Stage 1 and 100% of Stage 2 complaints. We'll continue to learn the lessons from complaints case studies to make it easier for residents to do business with us, especially those who are old or have additional needs.
