Customer Complaints March 2019 VOLUME OF COMPLAINTS BY
Customer Complaints March 2019
VOLUME OF COMPLAINTS (BY YEAR) 250 200 150 100 50 47 53 61 46 42 36 32 Sep Oct 32 25 37 50 26 0 Apr May Jun Jul Aug 2016/17 2017/18 Nov Dec Jan Feb Mar 2018/19 We received 26 complaints from our customers in March 2019. Since April 2018 , we have received 487 complaints, a reduction of 276 (36%) when compared to the equivalent period last year
COMPLAINTS BY BUSINESS AREA (MAR) 11 12 10 8 5 3 4 2 g in Cl & ds ou n In de pe nd en t ea n in Liv pp M on ey Su er v or t. S pp Su b t or ice s er op el ho ur bo igh Ne De v od s es rv ic Se op er ty Pr 0 g 0 0 Hu 1 2 3 Gr 6 We’ve seen a big reduction in complaints about our Property Services. Our properties team deliver a range of services from communal area repairs and management, day to day repairs and gas servicing.
Mar Complaint Reasons You're Difficult to Do Business With Your internal process takes too long You Don't Offer What I Want Or Expect Unfair treatment by a colleague Standard Of Work Quality of property or appliances I had to wait too long for something Contractor Quality Contractor Behaviour/Attitude Communication Colleague behaviour/attitude 0 1 2 3 4 This month, you told us that you felt our behaviour and standard of work was below what you would expect. 5 6
Key Complaints Statistics Customer Board Metrics Total complaints opened % of complaints progressed to Stage 2 % of households complaining (YTD) 2018/19 Q 1 Q 2 Q 3 Q 4 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 47 53 61 42 46 36 32 32 25 37 50 26 2. 1% 3. 8% 4. 9% 2. 4% 2. 2% 2. 8% 3. 1% 9. 4% 8. 0% 5. 4% 4. 0% 0. 0% 3. 50%
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