Complaints – How We’re Performing

Each quarter, we share information on how many complaints we're receiving, what they relate to and how many we're able to resolve informally.


In Quarter 4 (January - March 2022) we received 489 complaints. Of these, we were able to resolve 330 (67.5%) of them at the initial stage, while the remaining 159 required a full investigation to be carried out.


Below is a breakdown of the most common issues reported by customers through complaints. 


Feedback from complaints identified issues with our organisation and delivery of repairs where follow on works were required.  In response, from 1st April 2022, if we are unable to complete a job and a further visit is required, the next appointment for the work to take place will be given directly to you prior to the operative leaving your home.  This will be the same where there are multi-trades required to deliver repairs in your home to ensure that orders of works and appointments are in sync. This will also help address the issue of communication in relation to follow on works and multi-trade jobs.  Further to this, you should also be given an appointment date and time for urgent and routine repairs when they are first reported. You should also receive a text message before each appointment if we have the correct telephone number and a call when our operative are on their way to you.

Length of time to complete repairs:

204 (41.7%)

Quality of work/materials:

54 (11.0%)

Quality of advice:

48 (9.8%)

Missed/inconvenient appointments:

15 (3.0%)

Staff attitude/ability:

63 (12.9%)

Damage to personal property:

18 (3.7%)