Acting on your complaints
Complaints help us understand the issues that our residents are most concerned about. Although we are improving services, so that we receive as few complaints as possible, things do sometimes go wrong and it is important that you let us know.
We have introduced new targets for responding to complaints and aim to resolve any issues as quickly as possible. Here is what we have recently learnt from complaints and what we have done.
You said
We are waiting too long to have our roof repaired – we have to wait for scaffolding to be put up, it is then left up for ages and stops us from opening our windows.
How we responded
We took on a new roofing contractor with large cherry pickers that can reach heights, so that we do not have to rely on scaffolding for some of our roofing jobs.
You said
I have been decanted out of my home, and you have put me up in a hotel. It is wrong that I have to buy my food out in restaurants and cafes and then wait long periods of time to be reimbursed.
How we responded
We have taken this on board. We are working with a supplier to provide pre-loaded cards to residents to help them with the additional costs if they do not have cooking facilities.
You said
It is taking you too long to respond to our complaints.
How we responded
We have introduced new targets for responding to complaints. We are also reviewing resources in our complaints team so that we can deliver the service our residents deserve.
You said
I would like your surveyor to turn up once, take notes and then for other council staff to refer to these notes, and not have to keep coming round to look at the same thing. Everything takes longer than necessary.
How we responded
We have introduced an app that our surveyors will use when visiting residents. The surveyor will be able to upload photos and notes, all stored digitally.