Annual Complaints Performance and Service Improvement Report

Introduction

This is our first annual complaints report, covering April 2023 to March 2024. It provides information about the number of complaints received, their nature, and our responses. We strive to meet service expectations daily but acknowledge occasional failures and focus on learning from them. Our Customer Resolutions Team investigates complaints objectively, collaborates with service teams to resolve issues, and implements preventive measures.

Our complaints process complies with the Housing Ombudsman Service (HOS) Complaint Handling Code, which became mandatory for all Housing Associations on April 1, 2024. We reviewed our complaint policy with input from the Customer Readership Panel, and our latest self-assessment against the code is available here.

Board Response

The Board has reviewed and approved the Annual Complaints Report, ensuring a proactive approach to addressing customer dissatisfaction and leveraging complaints to drive service improvements.

Richard Moriarty Board Chair

Complaint Volumes and Performance

While striving to correct service errors, some complaints were not upheld due to adherence to policies and procedures. Unresolved complaints at stage one can be escalated to stage two for further investigation by senior colleagues. Last year, 25% of complaints escalated to stage two.

Stage 1 Complaints

• Complaint volume: 383 resolved
• 100% resolved within 10-day target
• 42% not upheld
• 33% partially upheld
• 25% upheld

Stage 2 Complaints

• Complaint volume: 94 resolved
• 85% resolved within 20-day target
• 49% not upheld
• 13% partially upheld
• 38% upheld

Definitions

• Not upheld: No service failures identified
• Partially upheld: Some service failures identified
• Upheld: Service errors acknowledged and addressed

Housing Ombudsman Service

At each complaint stage, customers are directed to the Housing Ombudsman Service for assistance or further investigation.

Complaints by Department

• 56% Repairs
• 34% Housing management (e.g., neighbor disputes, parking issues, mutual exchanges)
• 4% New homes
• 7% Service charges and rent

Key Themes

• 11% Lack of communication
• 20% Chasing outstanding repairs or defects
• 9% Quality of repair jobs
• 11% Handling of anti-social behavior reports
• 6% Estate management (cleaning and grounds maintenance)

“You said” – We Did

We have used your feedback from complaints and customer satisfaction surveys to drive improvements. Key issues and our responses include:

• Communication: Improved systems for regular updates, with a commitment to update customers at least every 10 days for complex issues.
• CCTV for ASB: New provider for quicker installations and improved access to recordings.
• Defects in New Homes: New Aftercare Team to monitor and resolve defect repairs promptly.

Compliments

Your positive feedback helps us understand what you value.

Compliments Volume

• 406 received
• 56% related to repairs
• 39% related to housing management
• 3% related to new homes
• 2% related to service charges and rent

Improving Our Services

Focus areas for the next year:

• Shared Owners: Improve consultation and communication for Section 20s.
• Service Charges: Ensure value for money and improve bill information.
• Repairs Service: Increase satisfaction by completing more repairs on time and keeping customers updated.
• Customer Service: Enhance the customer portal, resolve more queries at first contact, and improve reporting.
• Local Focus: Improve communal area cleanliness, hold listening events, and appoint community champions.
• Communication: Better monitoring to ensure timely updates and report performance against Customer Care Standards on our website.

Contact Information

• Email: ContactUs@lifestone.co.uk
• Telephone: 0300 303 1010 (Monday to Friday, 8 am – 5:30 pm)
• Post: Lifestone Homes Ltd, 1 Glory Park Avenue, Wooburn Green, Buckinghamshire, HP10 0DF

For more information, visit our website or contact our Customer Services team.