Complaints and compliments - 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 six monthly basis.
Summary 01.07.20 to 31.12.20 - complaints and compliments received by category

 

GUHG
total complaints

GUHG
total compliments

Major refurbishment/improvements

6

1

Repairs

165

13

Allocations/Mutual Exchange/Transfers

10

3

Environmental/parking

0

0

Staff attitude/behaviour

18 52

Staff decision/information

0

7

Payments/charges/arrears/refunds

0

0

Policies/procedures

0

0

Condition of property at letting/time taken

8

0

Contractor issues

0

0

New Builds

8

3

Estates Maintenance

3

5

Tenancy/ Housing Management

11

0

IT

0

0

Other

6

0

TOTAL

235

77

For more information read our Complaints Policy

  • A total of 235 complaints were received between 1 July and 31 December 2020
  • From analysis of complaints and our customer surveys, we are looking at time taken to complete repairs so we can make improvements. A full review of our repairs service will be completed this year.
  • A total of 77 compliments were received between 1 July and 31 December 2020
  • The majority of compliments received thank staff for their help in resolving issues and for their professionalism, helpfulness and understanding.