Agenda item

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

29 Compliments had been received Quarter 2 2025/26 (1^st July 2025 to 30^th September 2025) – Dragonfly (Housing Repairs and Maintenance) had received the most Compliments, followed by Grounds Maintenance.

Similar to 2024/25, whilst Dragonfly (Housing Repairs and Maintenance) Complaints had additionally featured heavily this far in 2025/26, a tenant’s personal experience of the service appeared to influence their bias in their response to the Council.

Compliments for Dragonfly (Housing Repairs and Maintenance) focussed on the Repairs Operatives who were praised for their friendliness, attitude and politeness.  Repair Operatives also received numerous compliments for being clean and tidy, doing an ‘amazing’ job, being professional, and helpful.

Compliments for Grounds Maintenance were primarily thanking the team for the jobs Grounds Maintenance had completed.

3 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.

All Comments received were for Dragonfly (Housing Repairs and Maintenance).  The only theme found was in relation to Repair Operatives conduct / action taken: 1 comment related to inappropriate language; 1 was non-use of protective shoe coverings; and 1 cleaning equipment in an inappropriate place.

3 M.P. Enquires had been received in the same period.  It was believed information provided to the M.P.’s Office had 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).

2 M.P. Enquiries regarded Housing Allocations – no themes could be derived due to the lack of data.

18 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.  Tenancy Management had received the most Stage 1 Complaints, followed by Dragonfly (Housing Repairs and Maintenance).

Tenancy Management Stage 1 Complaints related to dissatisfaction with the action taken or with a lack of action including: lack of tenancy enforcement action; communal area rules; and right to buy.

Dragonfly (Housing Repairs and Maintenance) themes included conduct of officers and health and safety issues.

3 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.

Each of the 3 Complaints were for different teams and reasons – no common themes could be drawn.

Service improvements included:

1)    The Repairs and Voids Manager had advised that inappropriate language would be an item in the up and coming Toolbox Talk;

2)    All Customer Advisors had been reminded of the importance of updating departments when requested via internal systems;

3)    The Contractor's Director had reinforced the importance of safe work practices and undertaken a Toolbox Talk focused on Asbestos Safety;

4)    A request made to alter the pre-eligibility housing application script on the customer information system to add a tick box for Customer Advisors to use when information regarding an appointment had explained;

5)    The Contractor had been reminded to inform the Council for any loss of services in the future to allow for appropriate notice and contingencies.

The Council would continue reviewing the data at the Department Service Reviews, to explore themes and discuss any improvements which might not have been reported.

Most Compliments were made by telephone, followed by self-service.

Stage 1 Complaints were mostly made via email (followed by telephone).

Stage 2 Complaints were made by email.

Analysis of method of contact over the past year had shown a shift to telephone / email over the more long-standing use of post / letter.

When analysing the data on who were making reports to the Council for Compliments, Comments, Complaints and M.P. Enquiries, it was found that tenants had submitted the most reports when compared to residents.

When compared to Quarter 2 2024/25, there proved a similar number of Compliments and Comments received in Quarter 2 2025/26.

Stage 1 and Stage 2 Complaints had decreased by half.

For both Quarter 2 2024/25 and Quarter 2 2025/26, Dragonfly (Housing Repairs and Maintenance) had received the most Compliments and Housing Allocations the most M.P. Enquiries.

Quarters 1 and 2 of 2025/26 saw an increase in Compliments and decrease in Stage 1 Complaints

Examples of Compliments and Complaints were detailed in the report.

It was noted most attention was focussed on negative Complaints and not positive Compliments.

The Customer Standards and Complaints Officer highlighted that understanding Complaints led to service improvements that often resulted in issues experienced not repeating (resulting in fewer Complaints arising).

Moved by Mr. Steve Bramley and seconded by Councillor Ashley Taylor

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