Issue - meetings

The Customer Standards and Complaints Officer presented the report to the Board.

20 Compliments had been received 1^st April to 30^th June 2025 – Dragonfly (Housing Repairs and Maintenance) had received the most Compliments, followed by Housing Options and Community Safety & Enforcement.

Compliments for Dragonfly (Housing Repairs and Maintenance) focussed on the Repairs Operatives who were praised for their work being ‘excellent’ and ‘impeccable’, and were reported to be ‘friendly’, ‘pleasant’, ‘polite’, ‘courteous’ and ‘respectful’.

Whilst Dragonfly (Housing Repairs and Maintenance) Complaints had featured heavily for 2024/25, a tenant’s personal experience of the service appeared to influence their bias in their response to the Council.

5 Comments had been received in the same period – 100% were acknowledged and passed to their respective department within the target time of 5 working days.

Most Comments received were for Dragonfly (Housing Repairs and Maintenance).  The only theme found was in relation to communication from the Repairs Team.

2 M.P. Enquires had been received in the same period.  It was believed information provided to the M.P.’s Office could have led to a reduction in M.P. Enquiries overall as constituents were being appropriately advised of the action required (and dealt with) through other Council processes (i.e. as a service request / first enquiry).

Both M.P. Enquiries regarded Housing Allocations.

25 Stage 1 Complaints were recorded in the same period, with 100% responded to within the Council’s customer standard and the Housing Ombudsman Code of 10 working days.  Dragonfly (Housing Repairs and Maintenance) had received the most Stage 1 complaints, followed by Tenancy Management then Property Services.

There was a range of reasons Complaints had been made about Dragonfly (Housing Repairs and Maintenance).  Themes included communication issues, conduct of officers, and a perceived lack of action.

Tenancy Management complaints were mostly related to actions taken by officers such as the rent arrears process.  All Complaints regarding Property Services were low and the only theme derived was a lack of / poor communication.

4 Stage 2 Complaints were recorded in the same period, with all responded to within the Council’s customer service standard and the Housing Ombudsman Code of 20 working days (up to the point of the writing of the report).  There were still 2 outstanding Stage 2 Complaints, both still within timescales.

The largest proportion related to Tenancy Management, though no theme could be identified as all Stage 2 Complaints related to varying issues.

The Housing Ombudsman (HO) and Local Government Ombudsman (LGO) had reviewed 1 Complaint during this period – a decision had not yet been made regarding this case.

Service improvements included:

1)    The Managing Building Surveyor / Contract Administrator had confirmed they would review the process of sending letters out with the contractor;

2)    Debtors would look at changing their system so that a bailiff letter was not triggered for debts under a certain value;

3)    Dragonfly (Housing Repairs and Maintenance) had increased their presence on site to ensure standards were being maintained by Contractor Operatives;

4)    New processes  ...  view the full minutes text for item 5

The Customer Standards and Complaints Officer presented the report to the Board, which provided information on the Council’s performance in relation to its customer service standards, Compliments, Comments and Complaints on behalf of the Housing Management and Repairs Services.

24 Compliments had been received 1^st January to 31^st March 2025 – Dragonfly (Housing Repairs and Maintenance) had received the most Compliments, followed by Housing Options and Community Safety & Enforcement.

Compliments for Dragonfly (Housing Repairs and Maintenance) focussed on the Repairs Operatives who were praised for being polite and described as ‘lovely’ and ‘nice’.  Work carried out was also described as ‘above and beyond’, ‘fantastic’, ‘excellent’ and ‘brilliant’.

Compliments for Housing Options were primarily thanking officer’s for their support and assistance in finding / securing suitable accommodation, with the Team described as ‘fantastic’, ‘excellent’, ‘amazing’ and going ‘above and beyond’.

Compliments for Community Safety & Enforcement were to thank officers for being helpful, with the service offered / officers described as ‘excellent’ and ‘fabulous’.

Whilst Dragonfly (Housing Repairs and Maintenance) Complaints had featured heavily for 2024/25, a tenant’s personal experience of the service appeared to influence their bias in response to the Council – there were positives to be taken from the service delivered (above), as well as areas for improvement.

6 Comments had been received in the same period – 100% were acknowledged and passed to their respective department within the target time of 5 working days.

Most Comments received were for Dragonfly (Housing Repairs and Maintenance).  The only theme found was in relation to communication from the Council to ensure tenants were kept updated.

7 M.P. Enquires had been received in the same period, with Housing Allocations receiving the most.  Nearly all enquiries were in relation to refused housing applications for various reasons.

20 Stage 1 Complaints were recorded in the same period, with 100% responded to within the Council’s customer standard and the Housing Ombudsman Code of 10 working days.  Dragonfly (Housing Repairs and Maintenance) had received the most Stage 1 complaints, followed by Tenancy Management then Housing Allocations.

There was a range of reasons Complaints had been made about Dragonfly (Housing Repairs and Maintenance).  Themes included behaviour and attitude of Repair Operatives and long standing repair issues (multiple repair jobs).

Tenancy Management complaints related to communication and officer behaviour / attitude.  All Complaints for Housing Allocations were regarding housing application assessment (handling, eligibility for properties and banding).

5 Stage 2 Complaints were recorded in the same period, with all but 1 responded to within the Council’s customer service standard and the Housing Ombudsman Code of 20 working days.

The largest proportion related to Tenancy Management, though no theme could be identified as all Stage 2 Complaints related to different issues.

The Housing Ombudsman (HO) and Local Government Ombudsman (LGO) had not reviewed any Complaints during this period.

From the Complaints received in this period, the following service improvements included:

1. In any future Stock Condition Survey (or similar), the Council would ensure an established way of sharing  ...  view the full minutes text for item 6