Milnbank Housing Association’s definition of a complaint is:
“An expression of dissatisfaction by one or more members of the public about Milnbank Housing Association’s action or lack of action, or about the standard of service provided by or on behalf of Milnbank Housing Association”
There are 2 different categories of complaint:
Stage 1 Complaints
Stage 1 complaints are for issues that are straightforward and easily resolved, requiring little or no investigation.
This is dealt with by ‘on-the-spot’ apologies, explanation, or other action to resolve the complaint quickly within 5 working days or less, unless there are exceptional circumstances.
Stage 2 Complaints
Stage 2 complaints are those that are not suitable for frontline resolution and not all complaints can be resolved at that stage. These type of complaints typically require a detailed examination.
These complaints should be resolved within 20 working days.
Improvements to Services
As a result of the complaints received Milnbank Housing Association looked to see what improvements could be made to the services.
From the complaints a review of how improvement works were carried out. This review has resulted in a dedicated ground works team to focus solely on this type of work.
A breakdown of the number of complaints received and whether or not they were upheld is noted below:
|Service||Stage 1||Upheld||Stage 2||Upheld|
Anti-Social Behaviour is dealt with separately through the Dealing with Anti-Social Complaints Policy.
For the year 2017/18 there was a total of 183 anti-social complaints received.
From this total 175 were resolved within the financial year and 112 (61.2%) were resolved within the targets included in the Policy at the time.
From 1st April 2018 the Policy was reviewed and the targets were adjustment to allow staff more realistic targets to resolve complaints.
Milnbank Housing Association
53 Ballindalloch Drive
Phone: 0141 551 8131
For authorised staff users only.