Performance at a glance
Here we have pulled out some of our performance statistics which give us an overview of our complaints service.
mhs homes
- Stage 1 complaints: 651
- Stage 2 complaints: 128
- Stage 1 complaints resolved in target: 90.48%
- Stage 2 complaints resolved in target: 75.79%
Heart of Medway Housing Association
- Stage 1 complaints: 115
- Stage 2 complaints: 21
- Stage 1 complaints resolved in target: 90.44%
- Stage 2 complaints resolved in target: 80.96%
Complaints from members of public
- Stage 1 complaints: 43
- Stage 2 complaints: 7
- Stage 1 complaints resolved in target: 93.03%
- Stage 2 complaints resolved in target: 85.72%
Overall group trends
- Stage 1 complaints escalated to Stage 2: 19.28%
- Increase in total volume of complaints since 2022/23: 21%
- Complaint exclusions: 219
- Average days taken to complete a Stage 1 complaint: 8
- Average days taken to complete a Stage 2 complaint: 19
Housing Ombudsman
- New Housing Ombudsman cases: 17 (15 mhs & 3 HoM)
- Housing Ombudsman findings: 8 (5 mhs & 3 HoM)
- Stage 2 complaints escalated to Housing Ombudsman: 10.89%
- Complaints resolved without Housing Ombudsman intervention (resolved at either Stage 1 or Stage 2): 97.10%
Other
- Compliments recorded: 69
- Member enquiries: 191
- Complaint Handlers trained: 56