EKH Quarterly Complaints and Enquiries report Q1 2018/19. Customer Feedback, Member Enquiries, Freedom of Information and Subject Access Requests

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1 EKH Quarterly Complaints and Enquiries report Q1 2018/19 Customer Feedback, Member Enquiries, Freedom of Information and Subject Access Requests

2 Complaints and Enquiries Overview Q Closed Q Q Closed Q Stage One Complaints Stage Two Complaints Ombudsman MP Enquiries Cllr Enquiries FOIs SARs Compliments A greater number of stage 1 complaints were made in Q when compared to Q However, a greater number of stage 2 complaints were made in Q4. Compared with Q , a greater number of Ombudsman, Councilor enquiries, FOIs and SARs were received in Q However, in Q fewer MP enquiries were made when compared with Q In Q , a greater number of compliments were made about EKH when compared to Q Complaints, member enquiries and statutory information requests received and responded to in Q Q Closed Q Stage One Complaints Stage Two Complaints Ombudsman MP Enquiries Cllr Enquiries FOIs SARs

3 Compliments Month 2017/ /19 April 13 May 6 June 7 July August September October 1 November 5 December 4 January 3 February 7 March 6 Total Compliments by HouseMark category Tenancy Management 15% Staff & Customer Services 23% Estate Services 4% ASB 4% Repairs and Maintenance 54% Details of Compliments 10 more compliments were made in Q1 2018/19 compared to Q4 2017/18. This is 26 compliments compared to 16. Over half of all compliments made in Q1 2018/19 related to Repairs and Maintenance. The smallest number of compliments related to ASB and Estate Services. In Q4 2017/18 the highest number of compliments relate to Staff and Customer Services which represent 43.75% of all compliments received In Q1 2018/19, 11 compliments were made about EKH contractors (6 were about Mears, 2 were made about P&R and 3 were made about PJC). The other 15 compliments related to EKH In Q4 2017/18, 6 Compliments were made about EKH contractors (2 were about Mears and 4 were made about P&R). The other 10 compliments related to EKH

4 No. Complaints Stage 1 Complaints 2018/19 Month Stage 1 Complaints Stage 1 Complaints Responded to Stage 1 Complaints Responded to in Time Percentage of Stage 1 Complaints Responded to on time Average Number of working days to Respond April % 7.84 May % 7.5 June % 9.33 Total YTD % 8.12 Total number of Stage 1 Complaints received year-on-year Apr May Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar 2016/ The number of Stage 1 complaints received in Q1 2018/19 is far greater than the number of Stage 1 complaints received in Q1 2017/18 or Q1 2016/17 For the past three financial years, Stage 1 complaints have shown a similar pattern in Q1, rising steadily from April to June Although in April, the percentage of Stage 1 complaints responded to on time did not meet the target of 95%. For the quarter as a whole, 95.54% of all complaints were responded to on time, thus meeting the quarterly target Out of the 110 complaints responded to in Q , 105 of these were responded to on time

5 Complaints by HouseMark Category Stage One Q4 Stage One Q1 ASB Estate Services Leasehold 0 0 Repairs and Maintenance Staff & Customer Services 9 14 Tenancy Management Total Complaints by HouseMark Category Tenancy Management 8% Staff & Customer Services 10% Repairs and Maintenance 38% ASB 21% Estate Services 23% Details 32 more complaints were made in Q1 2018/19 compared to Q4 2017/18. In both quarters, the highest numbers of complaints were made in regards to Repairs and Maintenance. In both quarters, no complaints were made regarding Leasehold. Tenancy Management is the only category where more complaints were made in Q4 2017/18 than Q1 2018/19 Although the number of complaints regarding Estate Services have almost doubled, this is to be expected based on the time of year. During the summer months, when vegetation grows at a faster rate, there are generally more complaints regarding overgrown grass and hedges Out of the 51 complaints regarding Repairs and Maintenance 7 were about P&R while 5 were about Mears

6 Proportion of Escalated Complaints Stage One Complaints Q1 No. escalated to Stage Two Percentage escalated to Stage Two ASB % Estate Services % Leasehold % Repairs and Maintenance % Staff & Customer Services % Tenancy Management % Total % Proportion of Escalation Stage Two 1.49% A Stage Two Complaint is when a tenant is unhappy with the response of a Stage One Complaint and asks for it to be reviewed by a senior manager Out of 134 Stage One Complaints made in Q1, 2 tenants were unhappy with the response provided to them and escalated their complaints to Stage Two 1.49% of Stage One Complaints received in Q1 were escalated to Stage 2 Stage One 98.51%

7 Ombudsman Enquiries EKH received 6 Ombudsman enquiries in Q1, all of which are currently closed For five of the Ombudsman enquiries, information has been passed on to the Ombudsman to aid their investigation One Ombudsman enquiry was referred back to EKH as it had not been through the two stage complaints process Ombudsman decisions Q1 2018/19 Q1 Responded Q1 Action taken ASB 1 1 Information sent to Ombudsman Estate Services 1 1 Referred back to EKH as it has not been through the complaints process Leasehold 0 0 Rent and Service Charges 0 0 Repairs and Maintenance 1 1 Being investigated by the Ombudsman Staff & Customer Services 2 2 Information sent to LGO but not investigated/ Information sent but not investigated Tenancy Management 1 1 Information sent, with Ombudsman now Total 6 6

8 MP and Councillor Enquiries Overview Month MP 2018/19 Cllr 2018/19 April 7 11 May June MP/ Cllr Enquiries received MP Cllr Details 5 0 Apr May Jun The total number of MP/Cllr enquiries received in Q4 2017/18 and Q1 2018/19 is very similar with 73 and 76 respectively. In both quarters, there were a greater number of Cllr enquiries when compared to MP enquiries. However, in Q4 2017/18 the difference between the number of MP and Cllr enquiries received was slight with only 3 more Cllr enquiries received. This difference was much more significant in Q1 2018/19 with 22 more Cllr enquiries received For MP s, the greatest number of enquiries made regarded Repairs and Maintenance while the greatest number of Councillor Enquiries regarded Estate Services. For both MP s and Councillors, no enquiries were made regarding Leasehold

9 MP and Councillor Enquiries by HouseMark Category MP Enquiries Councillor Enquiries Q4 2017/18 Q1 2018/19 Q4 2017/18 Q1 2018/19 ASB Estate Services Leasehold Rent and Service Charges Repairs and Maintenance Staff & Customer Services Tenancy Management Total The Councilor and MP enquiries largely reflect the complaints made against East Kent Housing. The highest number of complaints made regarded repairs and maintenance while the highest number of MP enquiries also regarded repairs and maintenance. For Councilor enquiries, the second highest numbers of enquiries made regarding repairs and maintenance. ASB and Estate Services also feature prominently for complaints as well as MP/Cllr enquiries No complaints or enquiries were made regarding leasehold 60 Complaints and Enquiries by HouseMark Category MP Enquiries Cllr Enquiries Complaints 10 0 ASB Estate Services Leasehold Rent and service charges Repairs and Maintenance Staff & Customer Services Tenancy Management

10 Statutory Information Requests (FOIs/SARs) Month 2017/18 FOIs 2018/ /18 SARs April 3 2 May 13 1 June 21 2 January 7 February 11 1 March 16 1 Total /19 Details There was a greater number of both FOI s and SAR s in Q1 2018/19 when compared to Q4 2017/18. However, this difference is slight with 3 more FOI s and 3 more SAR s being made in Q1 2018/19. The FOI s received this quarter regarded a wide variety of topics. However, 5 requests were made regarding FRA s and one request was made regarding cladding on high rise buildings. 3 FOI requests were made regarding Universal credit. 5 FOI requests were made regarding P&R

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