Complaints Report 18/19

When customers contact us to raise a concern or issue, whether by phone, email, in person or in writing, their feedback is logged as a service request. Most of the service requests we resolve in our target of 8 days (95% this year).


Some service requests go on to become formal complaints, and our complaints policy sets out what our customers can expect from us if a service request does become a formal complaint.


Customer Complaints and Service Requests by Category 2018-19


The table below shows how many service requests and complaints (the number, the nature, and the outcome) were raised in 2018-19.


No complaints were raised with Ombudsman in the year.

We regularly review the feedback we receive as service requests, complaints, and through our customer surveys and we look for things that we can learn from, which helps us provide a better service.


A key element of our internal scrutiny is the Residents Excellence Panel (REP), a group of residents set up to review Rooftops services, make recommendations for improvement and to act as a source of assurance for our customers.


The REP are resident volunteers and the work they do is guided by the feedback and views of our customers. During 2018/19, the REP completed reviews of the Empty Homes (Void) standard and Rooftop’s Mutual Exchange service, making several recommendations for improvement. We are happy to say that we’re in the process of delivering those improvements.


In 2019/20, the REP will review our Aids and Adaptations process and Tenancy Sustainability program.


Over the last year we have:


Worked with PPC (FPC) to improve our shared repairs service:

  • Broadening the skills base of the operatives so they can complete more repairs in one visit, without needing to call in other tradespeople

  • To support the ‘Right First Time’ principle they have reviewed and improved the component stock held on their vans.

  • Put in place a ‘commit to stay’ policy rather than time limits on jobs, giving operatives the flexibility to complete repairs in one visit.

Consistently contacted customers who have expressed dissatisfaction with our housing services during surveys, to understand their concerns in more depth and where possible resolve the issues they have raised.


Recruited a new member of staff to consult with residents on our properties where service charges are levied, to make sure those services are in place and support residents to understand the services they are charged for.


Over the next year, alongside our existing customer survey programme and other improvement initiatives we intend to:

  • Begin a programme of customer satisfaction surveys on our Mutual Exchange service, a recommendation from the recent REP review of this area.

  • Review our services in our older people schemes, to make sure that the facilities provided, and the quality of care delivered by our partners is right for our customers’ needs.

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