Metropolitan

Complaints results and type 2018 – 2019

During the 2018/2019 financial year we received a total of 3699 new complaints, with Responsive Repairs, Housing Services and Planned Programmes being the main three trigger areas.

555 of these complaints went on to escalate to Stage Two meaning an escalation rate of 15% for the year.

We received 123 new Stage Three cases out of the 555 cases that escalated to Stage Two, making an escalation rate of 22% for Stage Three cases during the financial year.

In July 2018 we began a pilot to change the way we manage complaints. The pilot has a two stage process, with a complaints review panel in order to ensure our final response is appropriate. The process also puts more emphasis on delivering a response within twenty eight days and auto-escalation is built into this. This means that if we cannot deliver a response within twenty eight days at Stage One, we will automatically escalate to Stage Two. As a result, complaints are escalating earlier than in previous years and in greater numbers.

Outcome analysis report

Please see our annual 2018-19 customer complaints report below, broken down by business and type of complaint reported for each business.

Responsive repairs

Type of complaint Total
Incomplete Works 1631
Missed Appointment 326
Standard of Workmanship 127
Policy 110
Staff 97
Recharges 42
Service Delivery 10
Occupancy Services 1
Responsible time 1
Voids Policy 1
Grand total  2346

 

Housing services

Type of complaint Total
Services Provided 121
Staff 118
ASB Management 56
Policy 43
Mutual Exchange Or Management Transfer 20
Service Delivery 5
Grand Total 363

 

Planned programmes

Type of complaint Total
Incomplete Works 143
Policy 40
Missed Appointment 24
Standard of Workmanship 18
Staff 13
Grand Total 238

Compliance

Type of complaint Total
Incomplete Works 73
Missed Appointment 49
Policy 17
Standard of Workmanship 16
Staff 5
Grand Total 160

Customer services

Type of complaint Total
Staff 54
Service Delivery 37
Grand Total 91

Income

Type of complaint Total
Policy 49
Staff 35
Service Delivery 2
Grand Total 86

Development

Type of complaint Total
Defects 74
Policy 3
Handover 2
Staff 1
Grand Total 80

Care and Support

Type of complaint Total
Staff 26
Care & Support Provided 14
ASB Management 12
Services Provided 11
Policy 7
Occupancy Services 6
Incomplete Works 2
Mutual Exchange Or Management Transfer 1
Grand total 79

Estate services

Type of complaint Total
Communal Grounds Maintenance 41
Services Provided 16
Tree Maintenance 8
Internal Cleaning 7
Staff 2
Incomplete Works 1
Window Cleaning 1
Grand Total 76

Homer Ownership

Type of complaint Total
Service Delivery in Home Ownership 45
Policy 23
Staff 4
Grand Total 72

Service Charge

Type of complaint Total
Account 42
Policy 14
Staff 10
Services Provided 3
Grand Total 69

Available Homes

Type of complaint Total
Policy 10
Sign-Up 9
Staff 6
Application 3
Grand Total 28

Voids

Type of complaint Total
Void Standard 5
Quality of Work 3
Grand Total 8

Neighbourhood Investment

Type of complaint Total
Service Delivery for Neighbourhood Investment 3
Grand Total 3