Complaints and compliments - Statistics

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Raising the standard of services for customers 

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 six monthly basis.
Summary 01.07.21 to 31.12.21 - complaints and compliments received by category

 

GUHG
total complaints

GUHG
total compliments

Major refurbishment/improvements

4

0

Repairs

113

32

Allocations/Mutual Exchange/Transfers

6

9

Environmental/parking

0

0

Staff attitude/behaviour

4 41

Staff decision/information

0

2

Payments/charges/arrears/refunds

0

0

Policies/procedures

0

0

Condition of property at letting/time taken

1

0

Contractor issues

0

0

New Builds

5

2

Estates Maintenance5

5 2

Tenancy/ Housing Management

7

7

IT

0

0

Other

2

0

TOTAL

149

95

For more information read our Complaints Policy

  • A total of 149 complaints were received between 1 July and 31 December 2021.
  • From analysis of complaints and our customer surveys, we are completing a review of our repairs service.
  • A total of 95 compliments were received between 1 July and 31 December 2021.
  • The majority of compliments received thank staff for their help in resolving issues and for their professionalism, helpfulness and understanding.