Board Report Complaints and Service Improvement 2023-24 (download pdf)
Annual Complaints Performance and Service
Improvement Report Arneway Housing Co-op Ltd
2023-24
Board Report:
From: Housing Services Director: June 2024
Overall the Co-op has a high standard of service that all or the tenants
appreciate, as part of a housing Co-op which provides a high de service
on repairs, services and cooperation between the office staff and tenants.
Many of the Co-op tenants have come from a homeless background and
therefore appreciate what the Co-op offers. At the interview stage the
Board member explain in detail what the Co-op can offer and also seeks
the cooperation of all new tenants to continue the high standard of
cooperation between tenants and the office.
Therefore, it is very unusual for tenants to make an official Complaint
that is not handled before it becomes an major concern and escalates to
the Ombudsman or other legal avenue.
The Co-op has developed a procedure that works well with all tenants
1. Actively listen and makes notes:
Concentrate solely on what the customer is saying. Make notes of
the key facts and their concerns, so that you have a record of the
conversation to refer to in the future.
2. Acknowledge the customer’s concerns and thank them:
At the appropriate time during the conversation, we thank the
tenant for bringing this matter to our attention.
3. We always apologise for the impact or the inconvenience caused
4. We always ensure that we understand and summarise the issue with
the tenant; we make sure we have all the facts.
5. We Agree and explain the actions the office will take as a result of
their complaint; especially on repairs and time-scales
6. We Ask for feedback on any concerns that the tenant may have.
7. We agree the follow up action and record in the day book and retain all
correspondence in our file.
We had one outstanding Repair Complaint in 2023 which was a little
difficult as there were many contributing factors involved which mad this
a difficult case to resolve, involving small children which contributed to
further delays and health and safety issues.
I am pleased to report that the Complaint was dealt with to the
satisfaction of both the tenant and the Office. There were valuable
lessons to be learned and in future the Office will be better prepared in
handling these cases.
Duncan Aitkins
Housing Services Director