Compliments and Complaints

October to December 2019

As you know we take any feedback we receive from customers very seriously, making sure we continuously monitor and learn where we may need to add in additional focus and support going forward.

To ensure we are keeping you updated on the progress and to give you an overview of the types of both complaints and compliments we receive from customers, here is a breakdown of the data from the last three months of 2019. You can also find this information on the Compliments and Complaints pages on our website.

Over the three month period we received a total of 69 complaints from customers across all of our three regions.

The majority of the complaints received during this time focused on our repairs contract, however there are a number of other reoccurring topics which customers often raise concerns about. These are: Grounds Maintenance, Major Works to properties and communication between teams across the Group.

Reassuringly, these topics are all on our radar and we continue to review the services we provide to customers on a regular basis to ensure we adapt to the ever changing needs of our customers and improve the services we offer.

We are currently looking to review our Grounds Maintenance contract in the coming months, and alongside our future partners Great Places Housing Group, we hope to be able to confirm to customers in April who our provider of this service will be.

We don’t just look at complaints from customers, we also understand the value of receiving compliments as well. In the last three months of 2019 we received 24 compliments from customers. These compliments also allow us to review services and understand what is working well for our customers. It’s also nice to be able to acknowledge the hard work many of our colleagues put in on a daily basis.

70% of the compliments received related to a specific Equity colleague and the work they had carried out during these three months. Customers were also complimentary of our property maintenance team, Fortem, our repairs service provider and Tunstall our alarm system provider in many of our sheltered schemes.

Below is an infograph to help you understand some of these figures in more detail.

We received

69

complaints from customers across all of our three regions

We received

24

compliments from customers

70%

of the compliments received related to a specific Equity colleague

To pass on your feedback, contact the Customer Solutions Centre on 0300 1234 460 to speak to a member of the team, or alternatively you can email or write to us at:

Write to us at Equity Housing Group, Armitt House, Monmouth Road, Cheadle Hulme, Cheadle, Cheshire, SK8 7EF