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Main Content: An in-depth look at complaints - 21/11/2011 11:01
Analysis of complaints made in 2010/11
We have recently carried out some analysis of the 94 complaints made in 2010/11 and detail below the findings:
Nature of Complaint
| Repairs and maintenance | 34 |
| Major Works | 4 |
| Lettings | 3 |
| Parking | 9 |
| Staff Behaviour | 15 |
| Rent | 3 |
| Cleaning | 3 |
| Neighbour Nuisance | 4 |
| Other | 19 |
Complaints about repairs was by far the largest area of concern and looking closer into the nature of these complaints, 26% was for delays in completing the work and our failure to keep residents informed.
Seven complaints related to who was responsible for the repair and four were for missed appointments.
We will aim to improve communication in relation to possible delays and to keep residents as soon as possible if we become aware of any delays.
Of the 15 complaints about staff behaviour, the underlying issue was the tone used by staff when enforcing tenancy or lease conditions.
Quite often, situations can arise that can be difficult or challenging and whilst our staff will be assertive and use clear and direct language when necessary, we will always try to do so in a tone that can not be considered rude or abrupt.
How to make a complaint
If you have complaint about the service you have received from THCH, you can inform us using the formal complaints procedure via a number of methods. You can use the online form using our website, by email to thch@thch.org.uk, by letter, telephone or in person to a THCH Board Member or Officer, by completing the Complaints Form or via a Councillor.
