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Complaints performance
Learning from your feedback
Some examples of how we have improved our service as a result of taking your views into account include;
• New grounds maintenance contract agreed - Following negative feedback about the standard of work experienced by our residents.
• Introduced under occupation incentive scheme – We received feedback from a lot of residents that they needed to move to a bigger property so we are using this scheme to encourage those who live in larger houses and do not need the extra space to consider down sizing.
• Moving home guide – Created in response to large numbers of calls from customers wanting to know what they needed to do when leaving their home or moving into a new home.
• Repairs service review - In response to feedback from residents via complaints and our repairs satisfaction survey we are currently reviewing our repairs process with residents.
These are just a few examples of the on-going service improvements that we have made by listening to your comments and learning from the complaints we have received.
Thank you all for your input in improving our services to you.
Information about the complaints received last year
| Measure | 2011/2012 performance |
|---|---|
Total number of complaints received | 256 |
Number of complaints resolved at stage 1 | 248 |
Number of complaints resolved at stage 2 | 8 |
Number of complaints resolved at stage 3 | 0 |
Number of complaints upheld (Wherry agreed they were at fault) | 81 |
Number of complaints partly upheld (Wherry agreed they were partly at fault) | 83 |
Number of complaints not upheld (Wherry did not agree they were at fault) | 49 |
Below is a graph that shows the themes of complaints received in 2011/2012:
Responsive and Planned both refer to the repairs and maintenance service with planned being any replacement of items such as bathrooms/kitchens/boilers and responsive being the repairs you contact us about such as leaking tap/door not locking/radiator leaking.
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