Barnet Homes
Between 1 April and 30 June, Barnet Homes had 290 Stage 1 complaints to respond to, and 27 complaints were escalated to Stage 2 of our process. We answered 94% of Stage 1 complaints and 81% of Stage 2 complaints within our target of 10 working days. Examples of learning from complaints are included below.
You Said… we were not always keeping you updated often enough about the progress of your Anti-Social Behaviour (ASB) case
We did… a review of our ASB officers’ casework, and managers also discussed with officers in their monthly one-to-one sessions the need to ensure timely contact with residents with an open ASB case. We appreciate that all residents who report ASB expect timely communication, and because of your feedback we are reviewing our ASB processes and are also recruiting a new ASB officer to support the team in tackling all allegations of ASB.
You Said… it sometimes takes too long for some areas of work to be completed
We did… a focused exercise on our recruitment strategy for plastering and carpentry, as we had some resourcing issues in these areas. Whilst plastering is still a challenge nationally, our waiting time for carpentry appointments has reduced significantly over the past 4 weeks
You Said… surveyors do not always follow through on promises, leading to you having to chase us to get the works completed.
We did… a roll out of a new pre-inspection process, including manager audits to ensure commitments are met.
Opendoor Homes
Between 1 April and 30 June, Opendoor Homes had 24 Stage 1 complaints to respond to, and two complaints were escalated to Stage 2 of our process. We answered 92% of Stage 1 complaints and 100% of Stage 2 complaints within our target of 10 working days. An example of learning from complaints is included below.
You Said… surveyors do not always follow through on promises, leading to you having to chase us to get the works completed.
We did… a roll out of a new pre-inspection process, including manager audits to ensure commitments are met.