At a glance…

• The number of complaints received in Housing has reduced to 127 (down from 131 in 2021/2022 and 141 in 2020/2021)
• The average response time is 14.18 days (increased from 12.8 in 2021/2022)

Service Improvements Highlights

Here are some of the service improvement achievements. In 2021/2022:

• Our contractor MEARS have started ‘Tool Box Talks’ sessions, inviting employees to discuss learning points raised as a result of complaints
• MEARS have started delivering MAPD (Making a Positive Difference) training to their staff
• We have centralised our payments process for processing financial redress

 

Make Things Right Campaign

The Government’s ‘Make Things Right’ campaign sets out to ensure those living with issues in their social housing know their rights, know how to complain, and feel empowered that their voice will be heard.