ForViva_Annual Report_V16_Digital(2)

Complaints and Compliments

We use tenant feedback from complaints to put things right and continually drive service improvements.

Complaints City West Total complaints – 874

Villages Total complaints – 164

Escalated to ombudsman 1

Escalated to ombudsman 0

Resolved through a two-stage formal complaints process 66 (8%)

Resolved through a two-stage formal complaints process 11 (7%)

Resolved informally 807 (92%)

Resolved informally 153 (93%)

Complaints responded to within published timescales – 100% (67 out of 67)

Complaints responded to within published timescales – 100% (11 out of 11)

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