FI16016

Request

  1. The number of rental properties you maintain.
  2. Number and nature of complaints you get from tenant(s).  A breakdown of these formal tenant complaints by the primary subject category (e.g., repairs, anti-social behaviour, staff conduct, communication, estate management, rent/charges, etc.), including the number of complaints received per category. Please use your organisation's standard categorisation. Please indicate if the complaint was for a private residential property, council home, or private sector lease.
  3. Time taken to resolve these tenant(s) complaints.  The average time taken (please specify if in working days or calendar days) to reach a formal resolution or closure for all tenant complaints that were closed/resolved during the specified financial year.
  4. Cost to resolve the tenant(s) complaints. The total identifiable costs associated with [e.g., external mediation services used for tenant disputes, or specific repair categories that frequently lead to complaints] for complaints resolved in the specified financial year.

Response

1. 4,630.

2. Number of complaints for 2024/25 = 182 (Housing Management - 61, Housing Repairs - 98, Rents - 6, Strategic Housing - 3 & Private Sector Housing - 6).  Complaint Categories and number of complaints: 

  • Aids & Adaptations – 4
  • Anti-Social Behaviour – 8
  • Banding Dispute – 1
  • Communal areas – 2
  • Communal areas not cut back - 2
  • Communal Bins – 9
  • Contractor Behaviour – 4
  • Damp & Mould – 8
  • Data Protection – 3
  • Dispute Decision – 6
  • Dispute amount Owed – 2
  • Disrepair – 12
  • Failure to Provide Acceptable Service – 20
  • Grants – 4
  • Health & Safety – 2
  • Heating & Hot Water – 15
  • Inconsiderate Parking – 1
  • Kitchen & Bathroom Programme – 1
  • Lack of Communication – 11
  • Lack of Enforcement – 1
  • Merits of Decision – 4
  • Mental Health/Health Not Considered - 2
  • Officer Behaviour – 10
  • Pest Control – 1
  • Rechargeable Works Order – 1
  • Repairs Not Carried Out – 25
  • Request For Repairs – 2
  • Tenancy Issues – 4
  • Trees/Vegetation – 2
  • Unhappy With Works Carried Out – 15

3. 14 working days.

4. This information is not recorded. For 2024/25 the tenant compensation budget was £34,186.