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