Agenda item

The Housing Performance Lead’s report provided the Board with details on housing related complaints performance, and details of the ongoing complaints improvement

action plan and the breakdown of departments complaints were related to. The Board noted that there had been clear improvement in response times during quarter 4, with both stage one and two complaints falling into target timescales.  This followed the recruitment and induction of several surveyor employees and the imbedding of new practices during quarters 3 and 4.

The Board noted the theme for escalation of complaints to stage two during quarter 4:

1. Lack of works being completed at stage one.
2. Requests for an increase in compensation.
3. Dissatisfaction with responses for requests for upgrades to kitchens, bathrooms and windows.

In order to remedy this trend in escalations to stage two complaints, during Q4, a new process was implemented where following a surveyor visit to assess repairs, the customer was issued with a written report within three days outlining what works would be completed and the surveyor would follow the repairs through to post inspection of the works. In addition, a new compensation framework had been developed to ensure compensation was consistent, fair and in line with Housing Ombudsman guidance.

The Housing Performance Lead explained to the Board that a newly created customer complaints survey was due to be presented to the Tenant Scrutiny Panel for their feedback on the questions and tone of language, before being sent for ELT approval.  In addition to the survey a tracker had also been created which would support the monitoring of customer satisfaction, monitoring areas for improvement and those the service was doing well in.  This would also be presented to the Scrutiny Panel for their feedback and suggestions.

The Housing Performance Lead’s report also detailed Housing Ombudsman complaints in 2025/26 and explained that due to high demand and increased caseloads, the Ombudsman was dealing with significant backlogs.  As a result of this, many of the cases that were currently being determined related back to complaints originating in 2023.  Therefore, the themes and issues currently being determined were historical and, in many cases, had already been identified and addressed in the time that had passed.  It was noted that during 2025/26 43 Ombudsman cases were received.  During 2025/26 the total compensation awarded by the Housing Ombudsman was £10,790.  Of the cases determined in 2025/26:

·        2 counts of severe maladministration.

·        10 counts of maladministration.

·        6 counts of service failure.

·        2 counts of no maladministration.

The themes of these cases were contained in the report as well as an explanation of actions taken following a Housing Ombudsman determination.

The Housing Performance Lead’s report also outlined several complex cases that were being dealt with.  Finally, the report stated that 13 compliments had been recorded during quarter 4.

A request was made for a graphical trend of complaints so that the Board could chart progress.  Comparative and benchmarking data would be presented to the Board in future.

RESOLVED:  that the Housing Review Board note the content of the report outlining the quarter 4 performance for housing related complaints.