Agenda item

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 data at the beginning of contracts;
2. Decision to provide all properties whose outbuildings were due to be demolished with replacement storage;
3. Dragonfly (Housing Repairs and Maintenance) had changed their working practices and the external follow on works would now be contacted and receive an appointment date; and,
4. All officers had been reminded that a tenant should be alerted to their presence at a property.

The Council would continue reviewing the data at the Department Service Reviews, to explore themes and discuss any improvements which might not had been reported.  The next Service Review for the Housing Department and Dragonfly (Housing Repairs and Maintenance) was scheduled for April / June 2025.

The method of contact, the share of responses from tenants (73%) and residents, the 2024/25 quarterly comparison, as well as details on some of the Compliments and Complaints received were included in the report.

The Board noted that Dragonfly (Housing Repairs and Maintenance) had likely received the most Compliments, Comments and Complaints due to the type of face-to-face work it entailed (these officers being most likely to interact with tenants / residents than other Housing departments).

It was noted Dragonfly (Housing Repairs and Maintenance) had received more Compliments than Complaints.

The Chair shared it was important for the Council to set a high standard and assure tenants and residents of work completed (i.e. acts of inconsiderate parking should be minimised).  For such concerns, the Head of Property (Repairs and Maintenance) informed all vans had numbers and of course registration plates (if acts of inconsiderate parking / driving occurred, tenants and residents only needed to inform the Council).

The Customer Service, Standards and Complaints Manager and Customer Standards and Complaints Officer informed the drop in M.P. Enquiries during Q2 2024/25 was likely due to the General Election and the new Bolsover M.P. establishing their office.

As for the increase in Q4 2024/25, the Council was working with the M.P.’s office to address enquiries before they could escalate to Complaints.

Moved by Victoria Dawson and seconded by Councillor Rita Turner

RESOLVED that members of the Board review the overall performance on Compliments,           Comments and Complaints handling performance as detailed in the report.

The Customer Service, Standards and Complaints Manager and Customer Standards and Complaints Officer left the meeting.

The meeting was adjourned at 11:34 hours for a comfort break.  The meeting was reconvened at 11:45 hours.