Complaints performance for 2023-24

Our complaints performance and Service Improvement report 2023-24 was taken to our Advisory Board on 25th April 2024. The report covers key themes plus learning and service improvements, in compliance with the Housing Ombudsman’s complaint handling code.

The report addresses the following areas:

1. A self-assessment of our complaint handling under the new complaint handling code
2. Our performance on complaints
3. Changes to complaints work
4. Service improvements made as a result of learnings from complaints
5. Stakeholder and Customer Engagement
6. Budgetary, financial and VFM implications
7. Risk Management
8. Health & Safety
9. Equality and Diversity

Key findings

• We are substantially compliant with the new complaint handling code.
• We received 101 stage 1 complaints with 23 of these progressing onto stage 2, although only 3 were upheld.
• Of the 101 stage 1 complaints, 81 were responded to within the timescales which represents 80% in total. We therefore have work to do in addressing all complaints within the timescales.
• The key themes coming through from complaints is predominately about the level of communication throughout the customer journey as well as the standard of cleaning of communal areas in the Poole area.
• We have created a centralised complaints inbox so that there is one email address receiving all complaints for BCP Homes. We also have a BCP Homes webpage which has a link to the BCP Homes complaints policy and details of how to make a complaint.

Key themes around complaints

For 23/24 we only split complaints between Repairs and Neighbourhood Management. The majority of complaints were for Neighbourhood Management, with 38 complaints relating to Repairs and 86 for Neighbourhood Management issues. We are working to break these categories down for better analysis.

When we analysed both complaints and determinations from the Ombudsman, we have identified some recurring themes and systemic issues, giving important insight into areas needing attention:

• Delays in repair completion: a general issue identified is the time taken to finalise repairs, often leaving residents inconvenienced and disheartened by the prolonged wait times.
• Delayed follow-up works: compounding the issue of delayed repairs is the slow progress in subsequent works required following initial appointments, exacerbating the frustration and inconvenience experienced by our residents.
• Communication breakdowns: instances of poor communication with our customers have been a recurring complaint, characterised by lapses in timely updates in rectifying service deficiencies.
• Cleaning; poor standard of cleaning or missed cleaning. The cleaning service was bought in house, and the frequency of the cleans was reduced. The team are working on ensuring that the standard of cleaning is improved.
• Delays in responding to complaints and not addressing all areas of a complaint.
• Ensuring that complaints about damp and mould are managed effectively.

Changes are put in place to take account of lessons learned from complaint outcomes to ensure the same issues doesn’t happen again.

We have recently moved all BCP Homes repairs in-house which will help to rationalise the complaints process and improve the way residents’ repairs are dealt with.

Advisory Board Response to the Report

It was requested that the relatively low number of upheld complaints would be reviewed to identify areas for improvement.

The Board chose Councillor Michelle Dower as their lead representative on complaints.

The Board was advised that estate walkabouts were due to be organised for the summer months and would include Councillors, residents and possibly other organisations such as the Police.

The Board questioned the low levels of complaints received, and whether the numbers were realistic. Many service requests to put something right can be resolved before becoming a formal complaint. These may be due to a service failure e.g. missed appointment or lack of communication from us which can be easily rectified.

The Board requested more information on the number and types of Housing Ombudsman cases, along with tenant satisfaction around complaints including their experience and the timescales being adhered to. While overall satisfaction can be measured through the Tenant Satisfaction Measures, a questionnaire has since been devised for anyone who has had a stage 1 or 2 complaint responded to.

The Board noted that all complaint information will shortly be recorded on one single system which will enable increased data capture and analysis for future reports.