What happens when you make a complaint
Complaints and compliments from residents and customers are an invaluable source of feedback about the services we provide. We welcome your feedback, both good and bad. They are a positive means of promoting customer satisfaction and a way of identifying opportunities to improve service delivery. They help us to learn about your needs and expectations.
Last year we reviewed our complaints policy and made it more in line with a standard policy for complaints to all public service providers in Wales.
The Public Services Ombudsman for Wales has specific responsibilities for the investigation of housing related complaints in Wales.
What is a complaint?
A complaint is when you express dissatisfaction about the standard of service, actions or lack of action by WWHG or its representatives affecting an individual customer or group of customers.
How do I make a complaint?
You can make a complaint verbally or in writing if you feel that the service we have provided has fallen short of your expectations.
In person: contact your housing officer
Call: 0800 052 2526
We know that things can go wrong so it’s important that you let us know so we can put it right.
What happens next?
- We will try and resolve your complaint straight away through informal contact at first
- If after 10 days we are unable to resolve your complaint and agree actions, there is a formal process in place. You can read more about this in our Complaints Policy.
Complaints during 2023/24
Over the past year we have reviewed our procedures, recording mechanisms and reporting requirements, in addition to undertaking staff training, and the work will continue during 2024. All of these have contributed to the increase of complaint cases reported.
- During the last four quarters, WWHG has received 146 complaints. This is an increase from the 96 complaints received in the previous four quarters as reported in the last report.
- The majority of complaints are received by the Assets (Repairs) Service area (49%), which is in line with historical trends.
- The Complaints Policy states that the majority of Stage 2 complaints should be investigated within 20 working days, although complex cases may take longer. 75% of cases were closed within time scales.
- 52% (76) complaints were upheld during the last 4 quarters compared to 53% the previous reporting period. Just over 55% of complaints upheld related to repairs.
We are committed to dealing effectively with any complaints about our services and, during 2024, we will continue to monitor complaints and learn from the information we gain from them to improve our services.