Complaints performance and improvement
The governing body’s (Ealing Council’s Strategic Leadership Team) response to the 2023-2024 Housing Annual Complaints Performance and Service Improvement Report
11 September 2024
The strategic leadership team, as the governing body, has reviewed and discussed the contents of the Annual Complaints Performance and Service Improvement Report 2023-2024.
We understand the difficulties caused by the challenges faced by our housing services over the previous year, but we fully recognise that our complaints performance during 2023-2024 was below both the standard we expect and our tenants deserve.
We are encouraged by the tentative improvements in the early part of 2024-2025. Changes have been made to address those difficulties and challenges which include recruiting the staff we need and appointing a second repairs contractor, as well as improving our systems and processes.
However, there remains much work to do to meet our ambitions and so that all our tenants feel safe and secure in their homes.
We have confidence that the improvement plan outlined in this report will deliver the improvements needed. Delivery of the plan will be monitored within the Housing and Environment directorate and with regular updates to the strategic leadership team. Importantly, it will also be reported to our new Housing Board who we look forward to providing oversight and challenge to our housing services.
We are committed to creating and embedding a positive complaint handling culture and to proactively identifying the causes of residents’ concerns – working harder to prevent these issues from becoming formal complaints by continually improve the services we deliver.