Each month we record the number of service requests (customer contact requiring action to be taken, including putting things right) and the number of formal complaints we receive. A complaint is raised when a customer feels their service request is unresolved after Rooftop has had the opportunity to put things right.
Seven new Stage 1 complaints were received in the final quarter of 2019/20 (January to March), an increase from five in Quarter 3 (three months ending December 2019). There were four complaints in January, one of which escalated to Stage 2 in February. A further three Stage 1 complaints were received in March. This brings the total number of new Stage 1 complaints at the year-end to 27; this is 3 off target (24), namely the maximum number of formal complaints received in the full year. Five Stage 1 complaints escalated to Stage 2, all of which have now been resolved.
Of the seven Stage 1 complaints in the three months to March, four were in relation to the organisation as a whole, two were about repairs and the other complaint was about rent or benefits. Considering all of the Stage 1 complaints throughout the year, almost three-quarters (20) were in relation to four areas: repairs (8 complaints) the organisation (6), tenancy issues (4) and rent or benefits (2). However, there is no discernible trend regarding the five complaints which escalated to Stage 2, each of which related to a different area.
During Q4, the number of service requests declined steadily, from 48 in January to 34 in February, dropping to 25 in March, which is perhaps not surprising given the unprecedented events that were unfolding at this time. By comparison, throughout the 12 months of 2019/20, on average 42 service requests were received each month (507 in total), ranging from 23 in December to 63 in October.
A breakdown by category of the 115 service requests and formal complaints received from January to March are summarised in the table and chart below; 50 (43.5%) related to repairs or dissatisfaction with contractors, 27 (23.5%) were about the organisation as a whole and tenancy issues comprised another 14 complaints (12.2%). These four areas accounted for 79.1% of service requests and complaints in Q4, equating to almost four out of every five. The other 24 service requests and complaints covered a wide range of 12 different topics.
Only five service requests were outside of the 8 working days timescale for responding to the customer. All eight formal complainants received a first response within the agreed timescale of 15 working days. Therefore, 95.7% (110 out of 115) service requests and complaints were responded to within the agreed timescales.
Download a copy of the Complaints and Service Requests by Subject Q4 2019-20 pdf below