Customer Complaints January 2019 VOLUME OF COMPLAINTS BY

Customer Complaints January 2019

VOLUME OF COMPLAINTS (BY YEAR) 250 200 150 100 47 53 61 42 50 0 Apr May Q 1 Jun Jul 46 Aug 36 32 32 Sep Oct Nov Q 2 2016/17 25 Dec Q 3 2017/18 37 Jan Feb Mar Q 4 2018/19 We received 37 complaints from our customers in January 2019. Since April 2018 , we have received 448 complaints, a reduction of 186 (29%) when compared to the equivalent period last year

COMPLAINTS BY BUSINESS AREA (JANUARY) 30 28 25 20 15 10 4 5 2 2 1 pp ey Su Hu b or t in g on M nd ou Gr In de pe nd s & C en le t L i er t S or pp Su an vin g vic es er ve lo p De od ho ur bo Ne igh Pr op er ty Se rv ice s s 0 75% of our complaints in January related to Property Services – in particular Gas services, which is much more than the previous month. We get a lot more complaints about gas servicing as the weather gets colder and we will be working with our contractors to make sure they respond quickly and provide a quality service.

JANUARY COMPLAINT REASONS I had to wait too long for something Standard Of Work Contractor Behaviour/Attitude Contractor Quality Colleague behaviour/attitude Quality of property or appliances Your internal process takes too long Unfair treatment due to a policy You Don't Offer What I Want Or Expect Communication You didn't turn up as planned Repeat Visits Needed 0 1 2 3 4 5 This month, you told us that you felt you had to wait too long for something from us. 6 7 8

Key Complaints Statistics 2018/19 Customer Board Metrics Q 1 Apr Total complaints 47 opened % of complaints 2. 1 complaints progressed to progressed % Stage 2 to Stage 2 % of households complaining (YTD) Total complaints opened Q 2 Q 3 Q 4 May Jun Jul Aug Sep Oct Nov Dec Jan 53 61 42 46 36 32 32 24 37 3. 8% 8. 2% 7. 1% 4. 3% 5. 6% 15. 6% 0. 0% 0. 33% 2. 85% Feb Mar