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Do we always get it right?

We want to give our residents the best service that we can and to ensure everyone is treated fairly and efficiently. Sometimes, however, we make mistakes and we receive complaints.

Complaints are important to us because they provide us with feedback from customers about the things that we don’t get right. By learning from the feedback we can improve the way we work and the service that we offer to our customers.

Complaints received 2016 to 2017

1 April 2015 – 31 March 2016 1 April 2016 – 31 March 2017
Complaints received 60 31
complaints resolved or closed at stage 1 54 28
complaints progressed to stage 2 6 3
complaints resolved or closed at stage 2 6 3
complaints progressed to stage 3 0 0
complaints resolved or closed at stage 3 0 0
complaints cancelled/withdrawn 0 0
complaints referred to the Ombudsman 0 0

Between 1 April 2016 and the end of March 2017 we received 31 new complaints, compared to 60 for the previous year.

Complaints were fairly evenly spread across different areas of our work.

90% of complaints were resolved at the first stage, the same figures as the previous year.

3 complaints progressed to stage 2 of our complaint process, compared to 6 in 2015/16.  The reason for this reduction is because we are taking the time to visit, discuss and explain to residents why we have made certain decisions and giving them a definitive answer helps to stop complaints escalating.

There were no complaints referred to the Independent Housing Ombudsman service.

As a result of complaints, we have made some changes, for example, if a complaint is passed between departments, we need to tell the complainant.  Any information passed on by email needs to be backed up by a conversation between staff.

If you wish to make a complaint about repairs and maintenance, please contact Janet Walker, complaints officer, on 01305 214071 or email .

For complaints about housing services, please contact Amanda Taylor, complaints officer, on 01984 635131 or email

You can also complete the complaints form online at

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