Details of all complaints

  1. Details of all complaints made by tenants about the organisation’s housing service in the past five years, including the date of the complaint, reason given for complaint, whether the complaint was investigated and upheld, and what the outcome of the complaint was.
  2. Details of all complaints made by prospective tenants and applicants about the organisation’s housing service in the past five years, including the date of the complaint, reason given for complaint, whether the complaint was investigated and upheld, and what the outcome of the complaint was.

We investigate all complaints received and do not differentiate between complaints from tenants and from non-tenants so the information below includes all complaints. We have applied a section 17 (information not held) exemption to this section of the request.

 

We have included data for the past five years, broken down by reporting year showing a breakdown of complaints upheld/not upheld and reason for complaint.  The reporting year runs from 1 April to 31 March and is the same data as we reported to the Scottish Housing Regulator through our Annual Return on Charter outcomes.

  2019/2020 2018/2019 2017/2018 2016/2017 2015/2016
All complaints received 201 182 210 214 176
All complaints responded to in full 201 182 210 218 176
All complaints upheld 115 96 115 147 122
All complaints not upheld 86 86 95 71 54

 

 

Area of complaint 2019/20 2018/19 2017/18 2016/17 2015/16
Allocation 0.50% 2.67%     1.11%
Lettings       0.45% 0.56%
Owner 2.01%   0.48% 0.44% 3.89%
Planned Maintenance 11.06% 11.23% 8.30% 9.57% 11.67%
Reactive repairs 70.85% 70.05% 78.48% 80.51% 69.44%
Tenancy Management 15.58% 16.04% 12.74% 9.03% 13.33%

  

 

Within these categories the following reasons were recorded as the reason for the complaint:

 

Reason

2019/20

2018/19

2017/18

2016/17

2015/16

Communication

12.56%

13.37%

18.41%

14.27%

16.11%

Contractor attitude

3.52%

4.81%

7.89%

1.34%

3.89%

Failed action

38.19%

38.50%

31.07%

31.36%

33.33%

Failed promise

1.01%

2.67%

1.93%

2.71%

2.22%

Missed appointment

8.04%

11.23%

9.91%

8.80%

5.56%

Policy

8.04%

5.35%

6.16%

6.70%

5.00%

Staff attitude

9.05%

5.35%

7.11%

5.77%

8.33%

Staff error

4.52%

6.42%

5.65%

6.92%

3.33%

Standard of service

15.08%

12.30%

11.89%

21.22%

22.22%

Other

 

 

 

0.90%