Blackwood Homes and Care
Complaints & Compliments 2025/26 Bi-Annual Report: 1st April to 30th September
blackwoodgroup.org.uk
160 Dundee Street | Edinburgh | EH11 1DQ
Contents Complaints & Compliments 2025/26
3
Complaints Handling 2025/26: 1st April to 30th September 2025
4
Average working days to complete
5
Our Complaints Performance:
5
Complaint Outcomes
7
Top 3 Complaints issues
8
You Said, We Did
9
Compliments
12
Improvements and Next Steps
14
2.
Complaints & Compliments 2025/26 Introduction At Blackwood Homes and Care, we value complaints and compliments and use the feedback and information to help us inform and improve our services. This bi-annual report provides an overview of our complaints and compliments performance from 1st April to 30th September 2025. It reflects our commitment to transparency, continuous improvement, and delivering high-quality services to our customers.
What is a complaint? A complaint is any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf. All complaints are handled in line with Scottish Public Services Ombudsman’s (SPSO) complaint handling guidance, and performance information is reported to the SPSO, Scottish Housing Regulator (SHR), and may be required by Care Inspectorate. They outline two types of complaints we must handle:
Stage 1: Frontline response
Stage 2: Investigation
A stage 1 frontline complaint is an initial, informal attempt to resolve an issue quickly, often with an on-the-spot apology or immediate action. It applies to complaints that require little or no investigation and is typically resolved within five working days.
A stage 2 investigation complaint is a formal, in-depth process to resolve a complaint that was not solved at the initial frontline stage, or one that is too complex for an informal resolution.
3.
Complaints Handling 2025/26: 1st April to 30th September 2025 We record the number of complaints we received throughout the year. Between 1st April to 30th September 2025, we have received the following number of complaints:
No. of complaints received
50
40
66 Frontline, Stage 1
11 Investigation Stage 2
Overall, we have received a total number of 77 complaints.
30
20
10
0 Care Care (10)
Housing Housing (21)
Property Property (46)
We track the number of complaints that have been completed in full in the reporting year. Between 1st April to 30th September 2025, we have completed the following number of complaints:
100% Frontline, Stage 1
100% Investigation, Stage 2
Overall, the total percentage of all complaints completed in full is 100%. This strong result is due to robust assurance processes in place to support our complaint handlers and ensure resolution. In addition to achieving full completion, we actively track and analyse learning from complaints. These insights are used to develop training, enhance procedures and foster collaborative improvements with colleagues across Blackwood. 2 Complaints were escalated to the SPSO. 1 is now resolved, and we are working with the regulator to resolve the second one.
4.
Average working days to complete We track the average number of days it takes to complete complaints. Between 1st April to 30th September 2025, our averages are:
Frontline, stage 1
Investigation, stage 2
5
5
25
working days
working days
4.38 4
3
2
1
0
20
20
20.09
SPSO Target
Blackwood
15
10
5
0 SPSO Target
Blackwood
We are handling both frontline stage 1 and investigation stage 2 complaints within the time scales expected by the Regulators, demonstrating we are providing a quick response overall to customer complaints.
Our Complaints Performance: 2022 to 2025 Comparison
To better understand how well our complaints handling performance is compared to previous years, we undertook a review from 2022 to date. % of Frontline stage 1 complaints completed in full 100
100
100
100
100
97.53
So far this year, our complaints performance is on target and has improved since 2024/25 and 2023/24. We also remain above the percentage expected by the Regulators. We will continue to track and work with teams to ensure all complaints are complete as the year progresses.
80
60
40
20
0 SPSO Target
2025/26 2024/20252023/20242022/2023 (so far)
5.
% of Investigation stage 2 complaints completed in full 100
100
100
96.3
100
86.9 80
We are performing against what the Regulator would expect, and on target to be our best performance figure since 2022/23.
60
40
20
0 SPSO Target
2025/26 2024/20252023/20242022/2023 (so far)
Average working days to complete Frontline stage 1 complaints
working days
10 8.35 8
7.41
6 5
4.83
5.09
4
So far this year, we are on target and showing an improvement on the previous 3 years figures. This shows that currently, on average, people are receiving a quick response from our teams.
2
0 SPSO Target
2025/26 2024/2025 2023/2024 2022/2023 (so far)
Average working days to complete Investigation stage 2 complaints
working days
25
20
24.15 20
15
20.09
19.12
13.3
10
We are currently within the Regulators target timescale of 20 working days, and it’s an improvement on the previous year's figures.
5
0 SPSO Target
2025/26 2024/2025 2023/2024 2022/2023 (so far)
6.
Complaint Outcomes The Scottish Public Services Ombudsman (SPSO) wants to know the outcome of each complaint. We track and record the outcome of each complaint against the Regulator’s guidance
Upheld- 36%
(investigated the complaint and found that something went wrong)
Resolved - 34%
(mutually acceptable agreement or solution without conducting a full investigation)
Partially Upheld -19%
(found some aspects went wrong, but not all of them)
Not Upheld - 11%
(investigated the complaint but did not find evidence of fault or failure)
Of the complaints outcomes recorded so far this year, 29 were upheld and offered us valuable learning to enable us to improve our services based on feedback from our customers. Whilst we address the actions agreed in this categorisation of complaints, we also seek to learn from complaints that are either resolved or partially upheld
7.
Top 3 Complaints issues We reviewed the categories selected* against each complaint, to get a fuller understanding of the issues being raised. The following top three complaint issues were:
Responsive Repairs- 29%
(repair maintenance tasks carried out on a day-to-day basis in response to a reported issue)
Staff -20%
(unhelpful, rude, or providing poor communication)
Care - 16%
(support, care and assistance we provide to care customers in our care homes or in their own homes)
*The number of issues recorded are based on staff selecting categories. Some complaints may not have categories selected at the time.
8.
You said, We did As we have mentioned above, the feedback that we receive from our customers is analysed to help us understand what we do well and where we can improve. We have detailed below some examples of the feedback we have received using the top three complaints, and how it has been used to make changes.
Repairs You Said... “[Tenant] have waited 4yrs for a fence to be repaired, the neighbour’s fence was repaired and it wasn’t needing repaired so they think the wrong one was done, no-one ever came back out to fix theirs” - Tenant family member
“It has been over 5 months waiting for the repairs. The floor hasn't been repaired. The
bathroom hasn't been repaired. The back door hasn't been repaired. The fencing hasn't been repaired this has become a privacy problem" - Tenant “Tenant reports the fence at the block has been down since February this year and never repaired. Partial repair carried out but spaces and gaps left, "Old fence still laying where it fell and gardeners just cut grass around it and it has never been removed” - Tenant “Four weeks ago, a leak developed in their [tenant] home. Although a housing inspector attended, no repairs have been undertaken, and the issue remains unresolved. This is the third time they have faced this problem." - MSP on behalf of tenant
We Did... • We have done some of the following work in response to what we have found, - Follow up actions include the complaint handler personally following up with the tenant in person to review and ensure work was done. • We are bringing together our housing and property teams under one Director so that they will work more closely together. • We have put in place shared communication channels specifically for housing and property staff and improvement work, which should create better communication. • From July 2025 we have set up an automated repairs satisfaction survey for tenants who have recently had repair work done to gain a more immediate understanding of how the service has been received.
9.
Staff - Rude, Unhelpful or Poor Communication You Said... Staff being rude, unhelpful or having poor communication had the second highest number of complaints. You said the following: “Tenant called to report there has been no communication and nothing done since a pre-inspection was raised in Feb '25” - Tenant “For numerous weeks, I have both emailed and left messages for [Housing Officer] to contact me. He has failed to do so. Not only is this unacceptable, but it is also disrespectful and unprofessional...Previously any concerns or repairs were dealt with effectively and efficiently. That is no longer the case. Which is very frustrating and disappointing” - Tenant “Your record keeping is atrocious and this happens every time there is a staff change, it’s just dreadful...The constant argument is there has been a change in staff or systems and it’s just not good enough when handling vulnerable people” Power of Attorney for Tenant
We Did... We have done some of the following work in response to what we have found: • One complaint was on poor communication on rent collection, and in response the Housing Manager is currently reviewing the arrears policy/process and looking at solutions to reduce errors with rent. • Follow up actions include the complaint handler personally following up with the tenant in person to review and ensure work was done, and ensure tenant is happy with the outcome. • Refresher complaints training was organised with both property and housing teams in July 2025, to reinforce the importance of handling complaints correctly and providing good customer service • We have put in place shared communication channels specifically for housing and property staff and improvement work that includes sharing good practice examples e.g., examples of compliments showing good staff practices.
10.
Staff - Care Services You Said... Care service had the third highest number of complaints. You said the following: “New customer...in the 24/7 Service e-mailed [Team Leader] to complain about her scheduled call times not being carried out on time and she said that staff don't understand her needs and she feels like she in not supported” - Customer “Hi I have been with your service for several years and [Care Service Manager] made an agreement with me that team leaders would check in weekly with me even if I didn't call in to ensure I'm okay. I have been struggling really badly with my depression and anxiety and have been stuck in bed for last 72 hours and just feel like the service isn't making a good enough effort to check up on me” Customer
We did... We have done some of the following work in response to what we have found: • The care service has updated their local service guidance and protocols to better support the care customers, and ensure staff are escalating issues found • We have put in place centralised communication channels specifically for care service improvement that includes sharing good practice examples e.g., examples of compliments showing good staff practices • Refresher complaints training was organised with care teams to reinforce the importance of handling complaints correctly and providing good customer service
11.
Compliments A compliment can be any positive experience a customer, tenant, friend, family or external partner agency has had with our staff or when using our housing, care and support services.
Compliments 2025/26: 1st April to 30th September 2025 As with complaints, we review compliments about our staff and services to use this information to help us improve our services.
Number of Compliments received So far this year, we are pleased to have received 40 compliments, reflecting in the good work being done by our staff and services.
Compliments by Department
70% Care
20% Housing
5% Business Assurance
5% Property
We found that most compliments received in Blackwood are for our care services, accounting for 28 compliments. Our Housing Services team received 8 compliments, Property Services Team and Business Assurance Team both received 2 each respectively.
12.
Top 3 Compliments We reviewed the reason for the compliments and found the following top three compliments:
Our Staff
Our Organisation
The Contractors we work with
Compliments - What People Said We found that our staff – particularly our care staff, received the highest number of compliments. You said the following: "[Customer] and family have thanked the staff team for his positive start to the service and the support given for his transition from living at home with his parents. [Customer] has settled into the service very well. A Thank you card and chocolates were received by Team Leader" - Care customer "I'm not sure when I will be getting home. I will let you know when I know...You [Team Leader] and the team are Angel's. Thanks for everything and [Team Leader] for helping on his holiday" - Care customer The next highest compliment found was for our organisation. You said the following: “At [Customer's] settling in review with care management she said she is pleased she agreed to move to the residential side of [Service], likes all staff especially Team Leader...who she said is 'affa fine' and 'spends time having a blether' with her. [Customer] also said she is enjoying the food and ...the chef is 'affa good' and will make anything she fancies having. [Customer's] sister said she is 'relieved and happy' with the care and support provided by the staff at [Service]'” - Care customer
13.
We also found that the next highest area for compliments was for contractors. You said the following: "The Plumber/Engineer arrived at my flat…and fitted a new shower unit to replace the old one. My shower is now working normally again, and hopefully I won't have to worry about getting showered in the morning for the foreseeable future. The Plumber/Engineer who carried out the repair was excellent and very easy to talk to, and I was well pleased with his work” - Tenant The positive feedback received is shared with our Housing, Property and Care staff, ensuring that teams can see good practice examples, learn from these and celebrate staff and team successes.
Improvements and next steps Based on the learning we have so far, and additional to You Said, We Did actions, we have taken the following steps to improve complaints handling across Blackwood: • Between April and June 2025, we developed new complaints refresher training and from July 2025 we have delivered training sessions to our Property, Housing, Customer Service and Care teams • From May 2025, we have created and used centralised complaints and compliments communication channels, to improve all staff learning and complaint monitoring, sharing good practice examples • Between June to July 2025, we created and circulated complaints posters directing staff to our complaint's resources • We ensured complaint handling staff have completed their complaints eLearning training, with some teams being prioritised this earlier than others • In September 2025, we established a new centralised complaints and compliments communication channel for all complaints handlers, to centralise tracking and sharing of complaints good practice
Across the remainder of 2025/26, we will do the following: • Establish a complaints handler working group, to bring complaint handlers from different department to assess complaints, practices, and share learning and improvements needed • Development and use of the centralised complaints and compliments communication channel to share learning and for continuous improvement • Work closely with tenants to develop responses to help support complaints better • Work closely with care customers and families to develop responses to help support complaints better
14.
Scottish Housing Regulator: To read more about what the Scottish Housing Regulator do and how they regulate registered social landlords and complaints in Scotland, please visit https://www.housingregulator.gov.scot Scottish Public Services Ombudsman: To read more about what the SPSO do and how they regulate registered social landlords and other organisations in Scotland, please visit https://www.spso.org.uk/ Care Inspectorate: To read more about what the Care Inspectorate do and how they regulate care services and complaints in Scotland, please visit https://www.careinspectorate.com/index.php/complaints Get Involved: If you would be interested in being part of our Tenant Group (Team Blackwood), please get in touch with our Customer Service Team by email cst@blackwoodgroup.org.uk or telephone 0131 317 7227. We would be delighted to hear from you.
We are committed to providing tenants and customers with accessible versions of this and other reports. If you would like a large font version, braille or alternative language, please get in touch with our Customer Service Team by email cst@blackwoodgroup.org.uk or telephone 0131 317 7227 to request this.
160 Dundee Street | Edinburgh | EH11 1DQ