What we’ve learnt from your complaints | Tenant news

At Habinteg, we’re committed to ensuring that tenants are involved in complaint handling and kept informed about the outcome of complaints.

We’ve reviewed the complaints we received between 1 July and 30 September 2021 and identified the following service improvements that we’re now working on.

Changes to our gas services

We’re working hard to ensure that Habinteg’s homes remain gas safe. As a result of reviewing complaints about gas works, we will:

• ensure tenants are kept informed and updated about any complications in resolving their gas servicing issues.

Changes to how we handle your repairs

We want to ensure your repairs are completed as quickly as possible and to a high standard. Therefore, as a result of reviewing complaints about repairs, we will:

• keep you informed in all cases if there are delays to the completion of your repair
• appoint someone to ensure any issues brought to our attention are resolved
• make sure plans are in place to avoid possible delays to repairs when staff are off ill or on annual leave
• continue to consider financial compensation whenever appointments have been missed and have resulted in repairs not being resolved in a timely way
• discuss any issues you may have with the contractor at our contractor review meetings
• ensure that our out of hours repairs provider is reminded to escalate any issues, where appropriate, to an on-call staff member. This will help to avoid delays in authorising work.

Changes to housing management

Having reviewed complaints around housing management:

• when tenants raise concerns regarding cleaning and service charges we will communicate with them regularly until their concerns have been fully resolved.

Look out for the lessons we’ve learnt from complaints between 1 October and 31 December 2021 in January’s e-bulletin and spring 2022 Update.

You can learn more about complaints and how you can expect them to be handled in our complaints service standard.