Compliments and Complaints - Statistics

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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 01.01.20 to 30.06.20 - complaints and compliments received by category

 

GUHG
total complaints

GUHG
total compliments

Major refurbishment/improvements

3

0

Repairs

76

18

Allocations/Mutual Exchange/Transfers

2

0

Environmental/parking

0

0

Staff attitude/behaviour1

1 43

Staff decision/information

0

7

Payments/charges/arrears/refunds

1

0

Policies/procedures

0

0

Condition of property at letting/time taken

0

0

Contractor issues

0

0

New Builds

4

0

Estates Maintenance

0

0

Tenancy/ Housing Management

3

0

IT

0

0

Other

4

0

TOTAL

94

68

For more information read our Complaints Policy

  • A total of 94 complaints were received between 1 January and 30 June 2020

  • From analysis of complaints and our customer surveys, we are looking at time taken to complete repairs so we can make improvements

  • A total of 68 compliments were received between 1 January and 30 June 2020,

  • The majority of compliments received thank staff for their help in resolving issues and for their professionalism, helpfulness and understanding.

  • Some of the compliments specifically mention the help provided during COVID 19.