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					                               Research & Performance Team: Research Report




                       COMPLAINTS SURVEY
                                     Annual Report

                          April 2009 – March 2010
                                           Date               May 2010
                                           produced:
                                           Produced by:       Helene Reier
                                                              Research & Performance Officer
                                                              Hannah Furniss
                                                              Research & Performance Team Leader
                                           Copies to:         Diane Evans
                                                              Customer Service Centre Manager
                                                              Sandra Parsons
                                                              Project Coordinator
                                                              Neil Bergin-Faragher
                                                              Customer Services Coordinator


LHT is part of the Vicinity Group


                                    Annual Complaints Survey 2009/10                           1
           Research & Performance Team: Research Report
                             INDEX


                         INTRODUCTION
Summary                                            Page 3
Key changes to the survey                          Page 4
Response rates                                     Page 4
Analysis                                           Page 4

                         KEY FINDINGS

OVERALL COMPLAINTS SERVICE
Overall satisfaction with how LHT dealt with
                                                   Page 5
complaints
Overall satisfaction with final outcome of
                                                   Page 6
complaint
Knowledge of 14 days appeal period                 Page 7

REPORTING YOUR COMPLAINT
How did you report your complaint to LHT?          Page 8
Communication and information after
                                                   Page 8
reporting a complaint
How did you find making your complaint?            Page 9
How can we make making a complaint easier?         Page 10
How would you rate the LHT staff that dealt
                                                   Page 10
with your complaint?

COMMUNICATING WITH YOU
Included in written communication                  Page 12
Summary of comments                                Page 12

PROFILE OF RESPONDENTS                             PAGE 13

CONCLUSION                                         PAGE 15

APPENDIX
I Methodology and Response Rate                    Page 16
II Comments                                        Page 18




               Annual Complaints Survey 2009/10              2
                         Research & Performance Team: Research Report
                                         SUMMARY

                                                    2008/9          2009/10     Trend
Overall satisfaction with how LHT dealt with
complaints
                                                     48%                57%      
Overall satisfaction with outcome of
complaint
                                                  New question          56%   New question



Knowledge of 14 days appeal period                New question          47%   New question



Did we send you a complaints leaflet?                54%                72%      
Did you understand the complaints
procedure?
                                                     59%                76%      
Was a complaints reference number written
on letters?
                                                     75%                81%      
% who found making a complaint easy                  41%                73%      
Politeness and respectfulness of staff               46%                78%      
Helpfulness of staff                                 66%                68%      
Staff listening to you and understanding
your complaint
                                                     33%                68%      
Staff knowledge of how to deal with
complaint
                                                     47%                65%      
Letter written in a clear way that was easy
to understand
                                                  New question          78%   New question




                              Annual Complaints Survey 2009/10                               3
                           Research & Performance Team: Research Report

                                        INTRODUCTION

The LHT Complaints Survey is a rolling process and the results are compiled by the Policy &
Research Team on 6-monthly and annual basis to inform service improvement. This report
provides the key findings between 1st April 2009 and 31st March 2009. All tenants who have
made complaints are asked to complete a questionnaire as soon as their case has been closed.
The information drawn from this survey is used to improve LHT’s complaints handling service.

                                 KEY CHANGES TO THE SURVEY

The survey has undergone two major changes this year. It went from being a solely postal
survey to being completed over the phone in the first instance, then sending out a paper copy if
we cannot get through to the tenant over the phone. This is explained further in the
methodology section in Appendix I. The other change to the survey is that the questions have
been reviewed from last year and there have been some alterations. The changes are
mentioned with the relevant questions throughout the report. There are also some new
questions that have been added this year, which is also mentioned.

                                       RESPONSE RATES

330 tenants had their complaints cases closed between April 2009 and March 2010. 147
tenants responded to this survey, creating a response rate of 45% - more than double the
response rate in 2008/9. With a 95% confidence interval the margin of error is ±6%. This
means that if 50% of respondents answer ‘yes’ to a yes/no question, we know that between
44% and 56% of all tenants would have given the same response, including those who did not
take part in the survey. Further methodology can be found in Appendix I.


                                           ANALYSIS

We have compared the responses to the respondent background information in order to look
for trends to ensure that no tenants are discriminated against. Ethnicity, Religion and Sexual
Orientation do not have enough respondents in the various categories to be used for analysis,
but we are able to compare questions to Disability, Gender and Age.

The three questions we have compared to information about the respondents are “Satisfaction
with how LHT dealt with the complaint”, “Satisfaction with the outcome of the complaint” and
“How easy/difficult it was to report the complaint”.

We have not compared responses to which service area the complaint was related to, as most
complaints were related to Property Services or Housing and Neighbourhood Management and
the other service areas have very low numbers.




                               Annual Complaints Survey 2009/10                                  4
                                 Research & Performance Team: Research Report

                                               KEY FINDINGS

                                       OVERALL COMPLAINTS SERVICE

                         OVERALL SATISFACTION WITH HOW LHT DEALT WITH COMPLAINTS


                          Satisfaction with the service provided by LHT when
                                        dealing with complaints



               2009/10 (145)          23%                34%           8% 12%               22%

                                                                                                              Up
                                                                                                              9%
                2008/09 (40)            28%            20%       13%      13%           28%


                                 0%         20%          40%         60%              80%         100%

                Very satisfied     Fairly satisfied   Neither   Fairly dissatisfied    Very dissatisfied


Just over half of the respondents (57%) were satisfied with the service provided by LHT when
dealing with complaints. This is an increase from 48% in the previous year. Dissatisfaction has
reduced from 41% to 34%. Because we are surveying tenants who have been unhappy enough
to make a complaint, satisfaction is expected to be lower than in other surveys.

              Satisfaction with how LHT dealt with complaint by Respondent profile
         Disabled (32)         25%             34%       6%3%       31%
    Non-disabled (106)        24%            34%         9%    15%       18%
          Female (93)         24%             34%       10% 11%        22%
                                                                                                         Very satisfied
            Male (50)         24%             34%       6% 16%          20%
             16-24 (9)     11%      22%         22%       22%          22%                               Fairly satisfied
            25-34 (17)        24%       12% 12%     18%            35%                                   Neither
            35-44 (27)      15%            41%         7%     19%       19%                              Fairly dissatisfied
            45-54 (37)       19%            38%       3% 11%        30%
                                                                                                         Very dissatisfied
            55-59 (10)             40%              30%           20%      10%
            60-64 (12)     8%           42%             25%           25%
             65-69 (8)                   63%                13%       25%
              70+ (18)             39%                 44%            6% 11%


Disabled respondents are more dissatisfied than non-disabled. Men and women are equally
satisfied. Those who are 25-34 are most dissatisfied and those aged 70+ are most satisfied.

                                      Annual Complaints Survey 2009/10                                                      5
                              Research & Performance Team: Research Report

               OVERALL SATISFACTION WITH FINAL OUTCOME OF COMPLAINT – NEW QUESTION


                          Satisfaction with final outcome of complaint



                              23%
                                                        26%
                                                                                   Very satisfied
                                                                                   Fairly satisfied
                                                                                   Neither

                        14%                                                        Fairly dissatisfied
                                                                                   Very dissatisfied

                                7%                    30%

                                                                         Number of respondents: 145

56% of respondents were satisfied with the final outcome of their complaint, which is almost
identical to the proportion satisfied with how LHT dealt with their complaint. This is a new
question in 2009/10, so there is no trend information available.

                Satisfaction with final outcome of complaint by Respondent profile
        Disabled (32)     22%                     38%                  9% 3%      28%
   Non-disabled (107)         28%                 27%         7%         17%           22%
         Female (93)          26%                 30%             9%     13%        23%
           Male (51)          28%                 29%             4%     18%           22%             Very satisfied
            16-24 (9)   11%               33%           11%               33%            11%           Fairly satisfied
           25-34 (17)           35%              6%         24%                  35%                   Neither
           35-44 (28)         25%               21%          18%         11%       25%                 Fairly dissatisfied
           45-54 (37)    16%                    41%                11%           32%                   Very dissatisfied
           55-59 (10)               40%                 20%                30%           10%
           60-64 (12)         25%               25%           17%         8%       25%
            65-69 (8)                      63%                          13%        25%
             70+ (18)         28%                           50%                  11%     11%



Disabled respondents are more dissatisfied than non-disabled. Men and women are almost
equally satisfied. Older respondents more satisfied. Those aged 25-34 are most dissatisfied,
while those aged 70+ are most satisfied.




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                                                          Research & Performance Team: Research Report

                                                                   Satisfaction with outcome by
                                                         Satisfaction with how LHT dealt with complaint

       Satisfaction with outcome       Very satisfied                     88%                10% 17%

                                      Fairly satisfied    12%               69%              8% 11% 7%
                                                                                                                Very satisfied
                                             Neither       6%                42%                   11%          Fairly satisfied

                                   Fairly dissatisfied    8%      25%                72%                 3%     Neither
                                                                                                                Fairly dissatisfied
                                   Very dissatisfied 6%8%6%                        90%
                                                                                                                Very dissatisfied

                                                         0%       20%     40%      60%       80%     100%
                                                          Satisfaction with how LHT dealt with complaint


When comparing satisfaction with outcome with satisfaction with how LHT dealt with the
complaint, we can see clear patterns that the more satisfied respondents were with the
outcome, the more satisfied they were with how LHT dealt with the complaint. And vice versa.
No tenants who were very satisfied with the outcome were dissatisfied with LHT. 6% of those
very dissatisfied with the outcome were still satisfied with how LHT dealt with the complaint.

                                                              KNOWLEDGE OF THE 14 DAYS APPEAL PERIOD


                                                 Did you know that if you were dissatisfied with the
                                                outcome of your complaint you had 14 days to let us
                                                   know before the case was considered closed?



                                                                                                                     Yes
                                                                                   47%
                                                                   53%                                               No


                                                                                               Number of respondents: 51

Of the 51 respondents who said they were dissatisfied with the outcome of their complaint,
less than half of them knew that they had 14 days to let LHT know before the case was
considered closed.

When asking the respondents who said they knew about the appeal period why they did not let
LHT know they were dissatisfied, some of the answers were that;
    They felt taking the complaint to the next stage would not change the outcome
    They did not have the energy to take the complaint to the next stage
    They felt that LHT would always favour the contractors

Further comments can be found in the Appendix.
                                                                Annual Complaints Survey 2009/10                                      7
                               Research & Performance Team: Research Report
                                 REPORTING YOUR COMPLAINT

                    HOW DID YOU REPORT YOUR COMPLAINT TO LHT? – NEW QUESTION

                              How did you report your complaint to LHT?
                       74%
             80%
             60%
             40%
                                     14%
             20%                                     7%          4%          1%             0%
              0%
                      Phone         Letter        In person   Complaints    Email         On LHT's
                                                                form                      website
           Number of respondents: 146


Three quarters of respondents reported their complaint over the phone. 14% reported it by
letter and 7% reported it in person. None of the respondents had reported the complaint on
LHT’s website.

                   COMMUNICATION AND INFORMATION AFTER REPORTING A COMPLAINT

This question has changed
                                                      Did we send you a complaints leaflet?                Up
slightly from last year as in the
                                                                                                          18%
answer options are now
Yes/No instead of last year’s                2009/10 (127)            72%             28%            Yes/Agree
Agree/Disagree.                                                                                      No/Disagree
                                              2008/09 (35)        54%               46%
72% of respondents received a
complaints leaflet, an increase
from 54% last year.                                    Did you understand the complaints                   Up
                                                                  procedure?                              17%
76% of respondents
understood the complaints                    2009/10 (136)            76%             24%
                                                                                                     Yes/Agree
procedure, an increase from
                                                                                                     No/Disagree
59% last year.                                2008/09 (34)         59%              41%

81% of respondents had a
complaints reference number
                                                  Was a complaints reference number written                 Up
written on letters from LHT, an
                                                           on any letters we sent?                          6%
increase from 75% last year.
                                           2009/10 (117)              81%            19%             Yes/Agree
                                                                                                     No/Disagree
                                             2008/09 (32)           75%             25%




                                    Annual Complaints Survey 2009/10                                             8
                               Research & Performance Team: Research Report
                               HOW DID YOU FIND MAKING YOUR COMPLAINT?


                                How did you find making a complaint?



               2009/10 (145)                     73%                     12% 14%                               Up
                                                                                                  Easy
                                                                                                              32%
                                                                                                  Neither

                2008/09 (39)            41%                 31%            28%                    Difficult



                               0%       20%         40%      60%         80%      100%


Nearly three quarters of respondents found it easy to make their complaint. This is a significant
increase from 41% in 2008/9.


                                    Did you find making a complaint...

        Disabled (31)                         68%                          13%             19%
   Non-disabled (107)                            76%                             13%         11%
         Female (92)                             77%                              11%       12%
           Male (51)                          69%                              16%         16%
            16-24 (9)                     56%                      11%               33%
           25-34 (17)                           71%                            12%         18%                Easy
           35-44 (28)                           71%                              21%             7%           Neither
           45-54 (36)                           72%                             14%         14%               Difficult
           55-59 (10)                             80%                                   20%
           60-64 (12)                               83%                                8% 8%
            65-69 (8)                           75%                                    25%
             70+ (18)                                 89%                                    11%

                        0%          20%           40%             60%            80%             100%



Disabled respondents found it more difficult to make their complaint than non-disabled
respondents. Men found it more difficult than women. There are no clear trends when it
comes to age, but those aged 16-24 found it most difficult, while no respondents aged 55-59
found it difficult.



                                     Annual Complaints Survey 2009/10                                                     9
                               Research & Performance Team: Research Report
Some of the suggestions on how to make it easier to report a complaint from respondents who
rated it to be difficult were;
     Give more feedback to tenants so that the tenants do not have to chase up the progress
     Have an assigned complaints line
     Be able to make complaint over the phone, not in writing
     Shorter process
     Take tenants more seriously

The full list can be found in the Appendix.

      HOW WOULD YOU RATE THE LHT STAFF THAT DEALT WITH YOUR COMPLAINT ON THE FOLLOWING…


                                               Helpfulness

                                                                                         Up
               2009/10 (145)                  68%               14%    17%              22%
                                                                                 Good
                                                                                 Fair
                2008/09 (39)            46%               36%          18%
                                                                                 Poor

                               0%      20%         40%   60%     80%      100%



More than two thirds of respondents rated LHT staff’s helpfulness as good. This is an increase
from less than half of the respondents last year. One in six respondents rated staff helpfulness
as poor.


                                     Politeness and respectfulness

                                                                                         Up
               2009/10 (144)                   78%                   12% 10%            12%
                                                                                 Good
                                                                                 Fair
                2008/09 (38)                 66%               26%     18%
                                                                                 Poor

                               0%      20%         40%   60%     80%      100%



Over three quarters of respondents rated staff’s politeness and respectfulness as good. This is
an increase from two thirds last year. One in ten respondents rated this aspect as poor, which
is a decrease compared to last year. Out of the four qualities in staff that respondents were
asked to rate, politeness and respectfulness is the most highly rated. This was also the case in
2008/9.




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                               Research & Performance Team: Research Report

                         Listening to and understanding your complaint
                                                                                              Up
                                                                                             35%
              2009/10 (142)                   68%                 14%     18%
                                                                                      Good
                                                                                      Fair
                2008/09 (36)         33%              33%               33%
                                                                                      Poor

                               0%      20%      40%         60%     80%        100%



Over two thirds of respondents rated staff’s ability to listen to and understand their complaint
to be good. This is a significant increase from one third of respondents last year. We have to
bear in mind that the wording of this question has changed from 2008/9 when it was asking
about the ‘supportiveness of staff’. The new wording is less ambiguous, which could be why
less respondents have ticked the ‘middle’ box. The word ‘supportiveness’ also suggests more
support than just listening to and understanding the complaint, which could be why there has
been such a big increase in satisfaction. Despite the big increase, nearly one in five
respondents still rate staff’s listening and understanding as poor.


                         Knowledge of how to deal with your complaint                         Up
                                                                                             18%
              2009/10 (144)                   65%                 16%     19%
                                                                                      Good
                                                                                      Fair
                2008/09 (38)            47%                 29%          24%
                                                                                      Poor

                               0%      20%      40%         60%     80%        100%



Nearly two thirds of respondents rated staff’s knowledge to be good. This is also a significant
increase from 2008/9. At the same time there has also been a decrease in respondents rating
this aspect as poor. Still, nearly one in five respondents rated staff’s knowledge as poor.




                                    Annual Complaints Survey 2009/10                               11
                               Research & Performance Team: Research Report

                                  COMMUNICATING WITH YOU


     IN OUR WRITTEN COMMUNICATION WITH YOU, DID THE CORRESPONDENCE INCLUDE… - NEW QUESTION


                              Did the written correspondence include...

           The name of the member of staff who
                                                                 90%                 10%
              dealt with your enquiry? (122)


              The staff member's job title? (114)               87%                 13%
                                                                                             Yes
       A telephone number for further enquiries?
                                                                81%                 19%      No
                       (123)

        Was the letter written in a clear way that
                                                                 90%                 10%
             was easy to understand? (122)

                                                     0%   20%   40%    60%    80%     100%



   One in ten respondents said the written correspondence did not include the name of the
    member of staff who dealt with their enquiry.
   One in eight respondents said the correspondence did not include the staff member’s job
    title.
   Nearly one in five respondents said the correspondence did not include a telephone
    number for further enquiries.
   One in ten respondents said the letter was not written in a clear way that was easy to
    understand.

                                               COMMENTS

When asked for additional comments about the complaints process, these are some of the
comments from respondents. The full list can be found in the Appendix.
    Some tenants were not aware that their cases had been closed.
    Some tenants had not received a letter after Stage 1.
    One tenant felt pressurised into a solution.
    More feedback from LHT on the progress of the complaints.
    LHT needs to listen more to tenants.
    There is lack of communication between staff members and departments.
    There should be a telephone call to follow up letters.
    It should be easier to make a formal complaint.
    Not use jargon in letters going to tenants.
    No one would acknowledge who was at fault.


                                    Annual Complaints Survey 2009/10                               12
                                  Research & Performance Team: Research Report
                                                   PROFILE OF RESPONDENTS

Compared to the tenant profile, there are no major differences to the respondent profile.


                                                      Disability
                                             73%
     80%
                                                                                56%
     60%
                           32%
     40%         22%                                                                               Respondent profile
     20%                                            11%                   5%
                                                                                                   Tenant profile
      0%
                  Disabled                   Non-disabled                Not known
                                                                                       Number of respondents: 139

   Nearly one quarter of respondents are disabled.
   Due to more than half of the tenants’ disability status being unknown, it is impossible to make
    any comparisons to the respondent profile.


                                                         Gender
    80%                                                         65%
                                                                            57%
    60%                            43%
                     35%
    40%                                                                                            Respondent profile
    20%                                                                                            Tenant profile
     0%
                            Male                                   Female
                                                                                       Number of respondents: 144

   More women than men responded, this is similar to the tenant profile where there are more
    women than men.


                                                 Sexual Orientation
    100%
             71% 65%

     50%                                                                                                      30%
                                                                                        21%
                                 2% 0%        1% 0%         0% 0%              0% 0%          4%         5%
      0%
            Heterosexual     Gay man         Gay woman      Bisexual           Other   Prefer not to    Not known
                                                                                            say
                                           Respondent profile         Tenant profile
                                                                                       Number of respondents: 140

   The vast majority of respondents and tenants are heterosexual.



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                                                         Religion
      60%                    55%
                       50%

      40%                                                                                             31%             28%

      20%   12% 13%
                                                                                                                    5%
                                     0% 0%    1% 0%       0% 0%      1% 2%        0% 0%      1% 1%          0%
       0%
              None     Christian Buddhist     Hindu       Jewish     Muslim       Sikh       Other     Prefer        Not
                                                                                                      not to say    known
                               Respondent profile          Tenant profile
                                                                                              Number of respondents: 140

   Half of the respondents said they are Christian.
   In relations to Religion, the respondent and tenant profiles are practically identical.


                                                           Age
     30%
                                             25%
     25%
                                     21%        21%
                                   19%
     20%                                                    17%                    17%
                                                         15%
     15%                 14%
                       12%                                                    12%
                                                                                                        Respondent profile
     10%                                                                                                Tenant profile
            6%                                                      5% 6%                   5%
              4%
      5%
                                                                                                 0%
      0%
            16-24      25-34        35-44    45-54       55-64      65-69         70+     Not known
                                                                                               Number of respondents: 139

   The largest age group is 45-54 and the smallest is 65-69.
   In the chart above we can see clear similarities when comparing the respondent profile to the
    tenant profile.


                                                         Ethnicity
     100%      82%
            57%
      50%                                                                                             34%

                        0% 1%        1% 1%    1% 1%      0% 2%       1% 4%    0% 1%         0% 1%        3%        7% 5%
       0%
             White      White       White    Asian all   Mixed     Black all Chinese        Other     Prefer        Not
             British    Irish       Other                 all                                         not to       known
                                                                                                       say
                                      Respondent profile         Tenant profile
                                                                                              Number of respondents: 137

   Nearly all respondents who answered this question are White British.
   This is the case with the tenant profile as well.

                                       Annual Complaints Survey 2009/10                                                     14
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                                           CONCLUSION

Due to us surveying tenants who have been unhappy enough to complain about LHT’s service,
we cannot expect high levels of satisfaction. However, there has been a significant increase this
year compared to 2008/9, which is positive.

We have seen an increase in both satisfaction with how the complaint was dealt with and the
outcome of the complaint. On both questions just over half of the respondents were satisfied.
We found that the more satisfied respondents were with the outcome, the more satisfied they
were with how LHT dealt with the complaint, and vice versa. There were no clear trends when
comparing satisfaction to gender, disability and age.

Out of the respondents who were dissatisfied with the outcome of their complaint, more than
half were not aware that they could appeal the outcome within 14 days of closure. When
asked why they did not appeal, some of them said that they were not aware that the case was
closed or that they felt the outcome would still be the same.

Three quarters of respondents reported the complaint via telephone. No respondent reported
the complaint on the LHT website. There has been an increase in tenants receiving a
complaints leaflet and reference number and understanding the complaints procedure.

Respondents this year found it easier to report their complaint than respondents last year.
Nearly three quarters of respondents found it easy to report their complaint. There were no
patterns in gender or age on this question, but there were more disabled people who found it
difficult to report their complaint than non-disabled.

Satisfaction with the staff who were dealing with the complaint has increased since last year.
Still, nearly one in five are still rating helpfulness, listening and understanding, and knowledge
of how to deal with complaint as poor. Respondents were most satisfied with the politeness
and respectfulness of staff.

Most respondents said they received the name of the staff member dealing with their
complaint, as well as the job title and telephone number. One in ten said the letter was not
written in a clear way that was easy to understand and one tenant commented on there being
too much use of jargon in the letters.




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                           Research & Performance Team: Research Report

                                         APPENDIX I
                                        METHODOLOGY

As soon as an LHT tenant has their case closed, the CSC Team gets in touch via telephone and
completes the questionnaire with them. This questionnaire is set up on the intranet and the
information is sent directly to the Policy & Research Team. The CSC Team attempts to get in
touch with each tenant up to three times over the telephone. If they have not managed to get
in touch with them after three attempts, they will send a paper based survey out in the post
instead. In 2009/10 we completed 131 surveys over the phone and tenants completed 16
paper surveys.


                         Some potential issues with this methodology
   When conducting a survey by phone, interviewers have to be careful not to reopen the
    complaint, particularly if the tenant is dissatisfied with the outcome.
   Telephone surveys are well documented as generating higher satisfaction rates than paper
    based surveys; which have been used in previous years.
   The procedure means that the length of time between the complaint closure and survey
    completion is highly variable.

The results of the rolling survey are reported on halfway through the year, and then at the end
of each year. The table below outlines the response rate for the financial year of 1st April 2009
to 31st March 2010 and from the three previous years.

                        Total Cases     Surveys         Response          Margin of
          Dates
                         Closed*       Completed          Rate             Error
       April 2009 –                                                                     Response
                            330            147            45%           ±6%
        March 2010                                                                        rate
        April 2008 –                                                                    doubled
                            184             40           22 %         ± 13.8 %
        March 2009
        April 2007 –
                            248             59           24 %          ± 11 %
        March 2008
        April 2006 –
                            252             60           24 %          ± 11 %
        March 2007
      * The total number of cases closed. Total excludes those who were not sent
      a survey (due to there being multiple complaints made by the same tenant).

There has been an 80% increase in number of complaints cases closed compared to last year.
The number of surveys being completed has also increased drastically, which has resulted in
the response rate more than doubling. The margin of error on a 95% confidence level has
decreased to ±6%, making our data more reliable. This means that if 50% of respondents
answer ‘yes’ to a yes/no question, we know that between 44% and 56% of all tenants would
have given the same response, including those who did not take part in the survey.



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                            Number of respondents from each service area
               98
    100

     80

     60

     40
                                  21
     20                                         9
                                                                4             2              1
      0
             Property         Housing &       Jigsaw        Housing &        CSC         Development
             Services       Neighbourhood                    Support
                                Mmnt



The vast majority of respondents were from Property Services, followed by Housing &
Neighbourhood Management and Jigsaw. The other departments only had seven respondents
between them.

Office use section completed:
                                              Number        Number not       Percentage
                        Section
                                             completed      completed        completed
          Case reference number                  135                12             92%
          Case closed date                       135                12             92%
          Service area related to                135                12             92%

The office use section is used to follow up feedback from customers in order to improve
service. Respondents can opt out of being contacted regarding their comments. Nearly one in
ten surveys did not have the office use section completed. We had a problem with some of the
paper based surveys being sent out to tenants without the office use section being completed.
This issue was dealt with by the CSC.




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                                                APPENDIX III
                                                COMMENTS

The comments below are written in two different formats, as some have been written by CSC Officer
when speaking to the tenant and some have been taken from paper forms completed by tenants.

Question 4 – How can we make making a complaint easier?
 Tenant would like say that he doesn’t think that he received stage one acknowledgement letter. Possibly a
   telephone call to confirm receipt of complaint would be better.
 Come into the office and report complaint over the telephone, possibly interview regarding complaint.
 The tenant feels that he didn’t get any feedback and had to keep chasing the repairs job by telephone,
   approx 20 calls.
 No response from officer involved.
 Staff in the office doing their job properly and abiding by the charter.
 More people coming out to assess the issue instead of tenant having to make numerous telephone calls to
   explain situation.
 Tenants should not complain.
 Have a complaints line that tenants can call up to register a complaint rather than speak to other member of
   staff firstly.
 I was advised that the problem was from 6 months ago so couldn’t make the complaint. It was only when I
   advised I had been calling for months that the complaint was logged.
 It could have been easier in terms of I was asked to put the complaint in writing. I was advised I couldn’t
   make an official complaint over the phone. I also felt process was too long. I felt like the person dealing
   with the complaint wasn’t interested.
 Tenant felt that she wasn’t being listened to.
 Found it hard to issue complaint as didn’t understand what was happening next.
 Tenant felt it is difficult to make a complaint as had to contact in several different ways before resolution
   was raised. She rang up on several occasions, wrote 2 letters and most recently provided a letter off the
   doctor as issues are still going on.
 I am currently involved in an ongoing complaint issue concerning LHT and my neighbour. The issues are not
   straight forward and of this time there is no loveable outcome. Because of the nature of the complaints I
   can not answer any of the following questions.
 In the case of a break in to a property swift action is needed as well as good timing arrangements with all
   residents and communication between yourselves, residents and contractors. Unfortunately the initial
   process lacked all of the above from initial telephone calls.
 Tenant feels that she gets fobbed off and complaint was not dealt with.
 By actually taking my complaint as I had to complain twice before anything was actually done.
 I have been involved in a long drawn out complaints procedure with LHT. I made a complaint about how I
   was treated by a member of staff as well as two complaints against my neighbour.

Question 9 – Why did you not contact us to tell us you were dissatisfied with the outcome of your complaint?
 Tenant has felt that there were no ownership taken for her loss of hearing and her concerns were not
   listened to. She felt that there wouldn’t be any recourse even if she did take this complaint to Stage 2.
 Tenant feels that it wasn’t worth his while to escalate his complaint and that it still hasn't been sorted.
 Tenant felt that she just didn’t have the energy to escalate the problem and the problem was not having an
   impact her actual flat.
 Tenant felt that he couldn’t do anything else about that complaint. No further resolution.
 Tenant felt that the complaint was not going to be in her favour so no point pursuing it.


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   It was agreed that [named contractor] would not be allowed to attend my property and last week a job was
    booked by [named staff member] and [named contractor] attended. I was satisfied with the outcome at first
    but this shows that LHT are not reading the information. I’m just a number to LHT and I feel like my
    problems are a hindrance to LHT.
   [Named contractor] were blaming [water supplier] and [water supplier] were blaming [named contractor].
   Tenant only agreed that she was happy because she had enough of all the going on with complaint.
   Tenant felt that his grievance wasn’t dealt with. It seems that no one in LHT facilitate this type of grievance.
   Tenant felt that was no point in preceding a complaint.
   Tenant advised that she has continued to contact the CSC and [named staff member] has visited her
    property and also passed doctors letters to her. Tenant has an appointment with he inspector tomorrow
    morning to look at the patio doors again.
   Tenant advised that she was not meaning to complain. It was a criticism of the service, as she was not
    getting invited to tenant meetings and she wanted to know why. Tenant still feels like it was not explained
    as the response that she was given was that she hadn’t been invited due to apparently her ill health but why
    was the tenant not even given the chance to decline? The tenant has now removed herself from the panel
    as she did not see the point as she was never invited anyway.
   Tenant is unhappy that LHT would not compensate her for the additional electricity that was used through
    temp heating which was provided by LHT, but was happy that contractor eventually repaired boiler.
   Tenant was dissatisfied as LHT just classed it as a training issue, but the tenant disagrees and believes it to be
    blatant poor workmanship and a rushed job.
   Because it all seems to be an uphill struggle just to get simple things completed. The system since LHT took
    over from Rodney Housing is weary to say the least. I’ve had to wait over a year just for a timer dial for my
    boiler.
   I did not contact LHT but had to take the complaint to the next stage and so on.
   Tenant did not appeal the decision as she felt what is the point. She feels like she and her mum have been
    fobbed off and the complaint was not dealt with properly. She does not feel like the staff had the ability to
    deal with the complaint fully.
   Tenant felt that LHT let him down on this occasion, and felt like if he appealed the outcome would still be
    same.
   There was no point as LHT are based in favour of contractors and are always dismissive of complaints from
    tenants.

Question 11 – Additional comments
 The complaint hasn't been closed in the opinion of the tenant. She didn't receive any response after Stage 1.
 Tenant felt that the initial person who dealt with his complaint was not receiving any backup or help from his
   colleagues.
 Tenant feels that complaint wasn’t dealt with well at all. Was aware that could have appealed at Stage 1,
   but feels that if he wasn’t going to get the fire put in after Stage 1, no one else would consider it either, even
   at a higher level.
 Tenant feels like she had no choice in the final outcome of the complaint. She felt like she was pressurised
   into a solution.
 Dealt with very well and very efficiently.
 Tenant did not receive letter so was unaware complaint had been closed off.
 Tenant feels that the problems have not been sorted and the damp is still there, he feels that no one is
   listening to him.
 The tenant is very unhappy that she could not have the officer who was dealing with the complaint's line
   manager’s name. She is also unhappy that the issue was never sorted out properly and she has got a
   property services manager going out this week over the same matter.




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   Tenant feels that she had to make too many calls in order to sort this complaint out. Tenant feels that she
    shouldn’t have to do this and things should be picked up faster.
   Contractor has been asked to call out with the tenant regarding compensation and they have not done this,
    as per tenant's complaints letter.
   Have a more constructive outcome to the complaint.
   Feel like the actual issue has never been sorted. The contractors have not fulfilled the repairs they were
    supposed to.
   Tenant says that he was told he had 14 days to respond and then advised complaint was closed at 10 days by
    [named staff member].
   LHT staff should abide by the charter that was set down and the complaints procedure. They have not.
    Tenant did not receive letters and when he had received them they were backdated. Neighbourhood
    Housing Officer was never available to speak to. Staff did not follow procedure which was put in place as a
    result of the complaint.
   Tenant feels that she wasn’t listened to and that her complaint was passed between different members of
    staff who never got back to her. She was messed about. She still hasn’t spoken to the members of staff that
    she wanted to.
   Staff need to be more aware of procedures and policies of LHT and to understand that all tenants are not
    unemployed and show some respect for their tenants. LHT is not flexible for tenants that work. Staff don't
    keep their promises or call their tenant back when he called regarding repairs. They don’t report repairs
    properly resulting in wasted time for tenant and having to take time off work.
   The way complaints are dealt with is good but it shouldn’t have to go that far.
   Tenant feels that complaint resolution hasn't been followed through yet. Possibly a telephone call to follow
    up complaints letter.
   Tenant feels that she should be able to have a copy of her initial complaint log and what she had said rather
    that having it read back to her. She feels that she should have access to this as they are her words. Staff
    may alter what she has been saying.
   Tenant feels that there is a lack of communication between LHT staff and to have a separate complaints
    officer would be a good idea.
   The tenant felt that the complaint was not being dealt with correctly and he felt that he was getting bullied
    as a result of making the complaint.
   Staff attitude with tenants can be unreasonable and not understanding sometimes.
   On the complaints leaflet there isn’t enough room to detail the complaint. Tenants have to attach other
    pages. The key points have not been addressed to date and are still open. It is very difficult to get in contact
    with the officers dealing with this. It should not be necessary to visit the office to speak to them.
   Faster procedures within complaints...
   Possibly if another complaint is raised that another member of staff can deal with it instead of the same
    person. Tenants should have the opportunity to attend any meetings with contractors, etc.
   Tenant would have expected a formal apology from the Neighbourhood Housing Officer involved but she
    didn’t receive this. Tenant would not make a complaint again as she feels it would be dealt with to suit LHT
    not the tenant.
   Offer a formal complaint at the initial telephone instead of tenant having to call up about this matter approx
    12 times and then be told that it could be registered by registered as a formal complaint.
   Tenant feels that she should have been offered compensation for this and LHT should have taken
    responsibility for the shower not working, not advise the tenant that the shower was under guarantee and
    someone else would be sorting it.
   Keep to the promises that are made and read the notes so mistakes like this can’t happen again.
   Not really. Hard to see what else could have been done on LHT's part. The problem was with builders and
    [water supplier].
   Found it quite fair.


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   You could have fixed the roof properly in the first place to stop this all happening. Big job was required, not
    all the patching up that was done. It’s depressing. All the damage that was caused could have been avoided.
   I would have preferred for LHT to have got the dog removed a lot sooner than 18 months as this is what
    caused the problem of the gardeners not being able to attend. Process was far too long.
   Tenant feels that he shouldn’t have had to make the complaint so many times in order to get an outcome
    and that we should always send out a complaint leaflet. This tenant did not receive one. Tenant feels that
    compensation should be paid whatever the tenant wants it and as soon as possible. Informal complaints are
    not dealt with fast enough and take too much chasing up.
   Response times for emergency call outs are too long, and I think the emergencies should be prioritised in
    terms of the severity. If the emergency is causing serious damage to the property I think that the response
    time should be one hour.
   Tenant feels that she wasn't listened to about her complaint and nobody wanted to acknowledge whose
    fault it actually was. Also says that on no occasions was she contacted by phone or any answer phone
    messages left for her to discuss the complaint.
   The staff that dealt with the complaint dealt with it very well and tenant was grateful for listening to her. She
    knew that she may not get an outcome or an admission about smoking but is ok with it.
   Tenant is very unhappy and has registered with another Housing Association as he is not happy with the
    service from the Neighbourhood Housing Officer. He has no feedback from them and is very unhappy with
    the way the complaint was dealt with and he thinks the customer service is not very good in the
    organisation. He is dissatisfied with every area.
   Complaints procedure was dealt with very efficiently and the tenant is very happy with how it was dealt
    with.
   Tenant feels that she was passed to many people and she ended up sorting the problem herself. The CSC
    staff do make it really easy to make a complaint and are approachable. The other staff are not.
   Tenant feels that LHT needs to communicate a little better between departments.
   Tenant feels that by passing info to other departments it slows down the complaint and could have been
    dealt with much quicker. Also communication between LHT and contractors and agreements to timescales
    for works to be carried out.
   Sometimes there were a couple of people the tenant spoke to that had a bad attitude.
   To sort out the problem completely to a professional manner instead of doing just a little bit. And to listen
    to tenants’ complaints when they make them, as this was ongoing for 7 years.
   Tenant feels that the repair shouldn’t have had to go to a formal complaint procedure, as the tenants felt
    were not safe in their own properties.
   Tenant feels that nothing has been done about the damp issues and she is still awaiting feedback on when
    the job will be done.
   Tenant feels that her complaint was not listened to properly and that in the end LHT went back on their
    word, so outcome of complaint was not a progressive outcome to her.
   Tenant feels that she was dealt with very well and very happy.
   Efficient dealing with complaint.
   Tenant would have liked a personal apology and feels that this is all he wanted for something that wasn’t his
    fault. It was an LHT fault and he ended up in arrears.
   Happy with outcome, but sad that it had to come to that.
   Complaints letters are sometimes written using jargon or in a way that is difficult for tenant to understand.
   Tenant feels that the person dealing with the complaint for LHT favoured the contractor and not the tenant
    and she is dissatisfied with the outcome of the complaint.
   Resolve the issue before it gets to that stage. Thinks that LHT could have done more to help him.
   Tenant feels that it should not have gone this far and LHT should have listened to him earlier.
   Tenant feels the complaint was dealt with excellently and time frames were stuck to and tenant is very
    happy.


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   Tenant has since sought legal advice and considers the matter not closed and is very dissatisfied with the
    outcome. He feels that his grievance was not directly addressed and matter was not dealt with accordingly.
   Tenant feels that LHT should make sure they address these issues before it needs to be taken to a higher
    complaint level.
   Tenant does not feel that her complaint has been resolved and feels like LHT have ignored her and have not
    taken her seriously.
   I advised tenant that her transfer application had been backdated and this was started on the notes but
    tenant asked was it backdated 18 months previous to her complaint coming in or just the date of the
    complaint as she would not be satisfied with that. I checked the system and there is no transfer application.
    I will speak to Neighbourhood Housing Team Leader tomorrow and see what has happened.
   [Named staff member] handled very well.
   LHT were fantastic, dealt with complaint great... The problem was with the contractor!! [CSC] advised that
    we no longer use that contractor. Tenant was happy about this!
   Tenant was very satisfied with how her complaint was handled. She advised that it took quite a while but
    LHT made sure that every aspect of her complaint was dealt with. They could not of done anymore and
    everyone that she was very willing to listen and help.
   Refund tenants of loss of money if due to fault on boiler and had to use excess electricity on temporary
    heaters.
   Tenant feels that it shouldn’t have gone this far and he shouldn’t have had to make a formal complaint in the
    first place.
   Tenant advised that LHT need to listen to tenants more and understand what has made the individual
    complain in the first place. A repair was carried out on the door but tenant still feels it is a security risk and
    has previously stated that the door and frame need replacing.
   I would have to see the final outcome of my current complaint to give a definite answer to your questions.
   Understanding of the complaint -poor, communication of the contractors -poor, some contractors - shoddy
    workmanship. We have had no lights out in communal areas for nearly 21-22 months now. Despite endless
    phone calls from residents – nothing!
   No, it was made good.
   Yes, to improve the repair and not to just patch it up witch costs a lot of stress to the tenant to have to
    complain all the time.
   The repair is still undergoing.
   Listen to tenants more and also the inspector advised that there was a common fault with the patio doors in
    the area... So why were they not replaced with PVCs instead of just replacing the glass...? Waste of money.
    Still having ongoing problem and costing more in the long run on repairs.
   Tenant felt like his complaint was dealt with really well and it’s only contactors letting LHT down.
   Tenant feels that she is getting fobbed off and even though she has raised a formal complaint she is still
    awaiting the works to be carried out. Complaint has not been resolved.
   Tenant feels that the complaint has not been resolved, as he still cannot repair the issue himself. He was
    given decoration vouchers but he cannot carry out the work and LHT refused to assign a contractor to do this
    as it is "not their policy".
   Tenant thinks that there may be a lack of communication within departments and contractors. They
    prolonged the issues.
   Tenant feels that complaint should have been investigated more. Tenant feels that the first inspector was
    inaccurate and rude and our repairs policy was not consistent as the next inspector agreed she needed
    repairs to her doors, which she was denied on the first inspection.
   Tenant feels that this shouldn’t have went that far and the complaint should have been dealt with sooner.
    Tenant feels that the stage one level was not dealt with very well but is very happy stage two and the staff
    that he dealt with.




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   Tenant feels that there is a break down in communication within departments in LHT and her initial
    complaint should have been dealt with before going to this stage. Complaint was dealt in the end, but
    tenant would have liked more compensation to cover the period she was left without heat, but she accepted
    the offer we made.
   Tenant feels that she was dealt with a little differently by the contractor as they knew she had complained.
    She felt intimidated by them when they returned to sort out her garden.
   Tenant happy with complaint.
   Complaint has not been sorted and new contractor has been out but still hasn’t completed the works to an
    acceptable standard. Email sent to Jigsaw team to investigate.
   Tenant feels that LHT contractor should not be lying to tenants in the first place and then complaint could
    have avoided.
   Everything fine.
   Fantastic. [Named member of staff] was great and really took my complaint on board. She was very helpful,
    pleasant and I was confident that my complaint would be dealt with fully. [Named member of staff] could
    not have done any more to help me and was extremely polite.
   Tenant is very happy with the way the complaint was dealt with and has mentioned [named member of
    staff] was very helpful and efficient. It got the ball rolling and has plenty of praise for [named member of
    staff] and the contractor.
   [Named member of staff] was quite rude and gave me the impression that he was not interested at all about
    the issues I had. He did not really give me any information or help.
   I think you had a lack of communication between staff.
   You could stop being biased, dismissive, discriminating, disdainful and ignorant. You also might want to give
    some thought to complying with the data protection act instead of ignoring it as you know you do.
   Get contractors out in a specific time unit.
   I think you need to listen and my problem has still not been resolved which means that my complaint was
    pointless.
   The issue is too complicated to go into on this questionnaire I have had to defend myself very strongly over
    how I was dealt with and the insubstantial nature of complaints made against me by my neighbour.




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