Section 3 - Customer feedback
A complaints satisfaction survey is sent to all stage one complainants as part of the resolution documentation for their complaint. We also provide complainants with the option to complete an online survey, where they can send feedback online about the process and learning from the complaints process.
During 2023/2024 only 5 complainants have returned a completed satisfaction survey of their own accord, which is a response rate of 9.26%, which is slightly higher than historical response rates. Low response rates and low rates of escalation to stage two are considered as a positive. In 2024/2025 the approach to surveying tenants regarding their satisfaction with the complaints process is to be reviewed to attempt to encourage more complainants to provide feedback on their experience with the complaints process.
Below is a breakdown of the responses submitted by the survey respondents. The responses are relatively consistent with historical responses where the complainant is typically either very satisfied with the complaint handling and does not wish to escalate to the next stage or they are very dissatisfied with the complaint handling and wish to escalate to stage two.
| Question | Respondent 1 | Respondent 2 | Respondent 3 | Respondent 4 | Respondent 5 |
|---|---|---|---|---|---|
| Overall how satisfied are you with the handling of your complaint? | Fairly satisfied | Very satisfied | Very dissatisfied | Very dissatisfied | Very satisfied |
| How satisfied are you that the staff who dealt with your complaint were helpful and polite? | Very satisfied | Very satisfied | Very dissatisfied | Very dissatisfied | Very satisfied |
| How satisfied are you that the complaints process is easy to access and understand? | Very satisfied | Fairly satisfied | Neutral | Very dissatisfied | Very satisfied |
| Overall how satisfied with the outcome of your complaint? | Very satisfied | Very dissatisfied | Very dissatisfied | Very dissatisfied | Very satisfied |
| How Satisfied are you that all areas of your complaint were addressed? | Very satisfied | Very dissatisfied | Very dissatisfied | Very dissatisfied | Very satisfied |
| How satisfied are you that the reasons for the outcome of your complaint were fully explained? | Very satisfied | Neutral | Very dissatisfied | Very dissatisfied | Very satisfied |
| If you are not fully satisfied with the outcome of your complaint, do you accept that explanation that has been offered? | Yes | No | No | No | Yes |
| If you are not satisfied with the outcome of your complaint, will you be taking it to the next stage? | No | Yes | Yes | Yes | No |