As well as reporting on feedback and complaints data monthly, we also produce an annual complaints performance and service improvement report each year.
This report is reported to the Board and is published on this website.
The report covers:
- Total number of complaints received
- Types of complaints received
- Response times
- Residents' satisfaction
This report also includes our self-assessment against the Housing Ombudsman’s Complaints Handling Code, which informs service improvements.
Housing and community services
| Department | Stage 1 complaints | Stage 2 complaints | Complaints sent to the Housing Ombudsman |
|---|---|---|---|
| Housing and community services | 68 | 16 | 0 |
| Development and asset management | 8 | 4 | 0 |
All complaints at stages 1 and 2 are managed by our feedback team.
| Type of complaint | Number of complaints |
|---|---|
| General work to home | 26 |
| Customer service and staff | 11 |
| Invoicing and charges | 7 |
| Damp and mould | 6 |
| Condition of your home | 4 |
| Parking | 3 |
| Roads | 3 |
| Communications | 3 |
| Appointments | 2 |
| Applications, transfers or owners | 1 |
| Landscaping | 1 |
| Garages | 1 |
| Contractor or external organisation | 1 |
| Type of complaint | Number of complaints |
|---|---|
| Invoicing and charges | 3 |
| Contractor or external organisation | 2 |
| Applications, transfers or owners | 2 |
| Landscaping | 1 |
| Sales | 1 |
Care services
| Stage 1 complaints | Stage 2 complaints | Complaints sent to the Local Government and Social Care Ombudsman |
|---|---|---|
| 8 | 2 | 1 |
All complaints at stages 1 and 2 are managed by our feedback team.
| Type of complaint | Number of complaints |
|---|---|
| Delivery of care | 6 |
| Communications | 2 |
| Invoicing and charges | 2 |
How we are improving services
When we receive feedback, including complaints, we identify common themes so we can make improvements.
Below are some examples of the feedback we have received:
- We need to improve how we keep residents informed about the progress of their complaint.
- We need to improve the responses provided to complaints raised.
- We need to ensure that we deliver on the promises given.
Plans for addressing feedback:
- Provided colleagues with additional training in handling complaints and the importance of keeping residents informed.
- Set up a new resident’s group to review and improve communications.
- Produced an Easy Read leaflet to make information more accessible for residents.
- Introduced a new customer relationship management process, giving all residents a single point of contact.
- Extended reception hours at The Garth, allowing residents to speak to colleagues face-to-face.
- Invested in a new Housing Management System. The new system will provide clearer information on commitments made to residents, make it easier for us to track progress, and clarify who is responsible for completing them.
Response from the JRHT Board
We shared this report with the Board who responded:
“The JRHT Board values feedback from residents. Complaints especially provide us with the opportunity to learn from residents’ experience and provide us with an opportunity to improve the way we deliver services. The Annual Complaints Performance and Service Improvement Report shows that, whilst we are compliant with the Housing Ombudsman’s Complaint Handling Code, there remain areas where improvement is needed. We will continue to monitor progress and provide constructive challenge where required.”