Compliments and Complaints - Statistics

Image

Raising the standard of services for tenants 

Although our Regulator no longer requires us to publish information about the number and category of complaints and compliments received, as we like to keep our customers informed as much as we can, we have decided to continue to publish this information on a three monthly basis. Summary 01.04.19 to 30.06.19 - complaints and compliments received by category

  GUHG Total Complaints GUHG Total Compliments
Major refurbishment/improvements 1 0
Repairs 21 0
Allocations/Mutual exchange/Transfers 1 0
Environmental/parking 0 0
Staff attitude/behaviour 0 36
Staff decision/information 0 11
Payments/charges/arrears/refunds 0 0
Policies/procedures 0 0
Condition of property at letting/time taken 1 0
New builds 3 0
Estates maintenance 1 0
Contractor issues 0 9
Tenancy/Housing management 0 0
IT 0 0
Other 1 0
TOTAL 29 56
  • • A total of 29 complaints were received from 1 April to 30 June 2019.

    • A complaint was received regarding the time taken to resolve a repair. Investigations highlighted that instructions were not communicated between staff and contractors in a timely manner. This is currently under review.

    • The majority of compliments thanked the staff for their help in resolving outstanding issues and for their professionalism, helpfulness and understanding.

    • A customer thanked us for everything on the allocation of a new home.

For more information read our Complaints Policy