Feedback
Number of complaints
331
The volume of complaints more than doubled since the Ombudsman released the Complaint Handling Code in 2020. An increase of 24% is seen when comparing to the previous year from 268 in 2021/22 to 331. Each time we receive a complaint it is passed to the service manager to be investigated. We always welcome your feedback as it allows us to put things right when we don’t quite meet your expectations or you experience a failure in our service. Complaint information and learnings are shared across the company to ensure we are continuously improving.
Number of compliments
457
Compliments increased by 9% when compared to 2021/22, the highest number seen for the last three years and reflecting a continued focus on supporting residents during a difficult year. Contractors had the highest number of compliments (105) followed by the Repairs Team (93) and the Inhouse Planned Works Team (89).
Overall customer satisfaction
The residents who were not satisfied cited difficulty in getting in touch with us, unresolved repairs issues and long wait times for works to be done as their reasons for dissatisfaction. Themes from satisfied residents were:
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- Overall happy with the quality of services provided
- In general Fairhive staff are polite, helpful, efficient and respectful
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