The importance of complaints data

Complaints provide us with an opportunity to listen to our residents, to help inform and understand how we can improve the services we offer. Our annual target for complaints is to receive no more than 2.1% of complaints of our overall number of properties. In numbers, this is around 155 complaints per year, or 13 complaints per month.

You can see in the below table that we received 106 complaints during 2022/23 (1st April 2022 to 31st March 2023), which is 1.4% of CCHA properties, and is below the target.

Between October 2022 and March 2023 (Quarter 3 and Quarter 4), 52 complaints were received. The tables below provide a breakdown of the complaints we received during this period and the service area they related to.

We hold quarterly review meetings with service managers, to scrutinise resident satisfaction results and complaints data to:

• Identify any trends

• Make sure that any learning from complaints is captured

• Make sure that if changes are needed, they happen, and track that they happen, so we improve services and help prevent recurrence of complaints