Agenda item

Report of the Executive Director of Community and Children’s Services.

The Sub Committee received a report of the Executive Director of Community and Children’s Services providing a comprehensive overview of Housing Complaints data covering Quarters 1 and 2 of the 2025/2026 financial year, progress made by the Housing Complaints and Customer Feedback Team to date and the team’s objectives for the remainder of the year.

Officers advised Members there was incorrect data on page 5 of Appendix 1 and provided revised information.

During discussion, Members commended the improvement in response times and how complaints are responded to. In response to a query about the Quarter 1 complaint that was acknowledged out of timescale, officers explained the complaint was handed over late to the Housing Complaints team. A Member highlighted that many complaints arose from dissatisfaction with contractors, to which officers responded they were sharing feedback and lessons learnt with Chigwell to address contractor issues. Officers also advised Members that they attend meetings with complaints staff from other London councils to share best practice and lessons learnt. The Housing Ombudsman attended one of these meetings recently.

There was a discussion about the disparity between Housing Complaints data and TSM data on how satisfied tenants were with how their complaint was handled. Officers noted TSM data covered a different timeframe (complaints made in the 12 months prior to September 2024). The Housing Complaints and Customer Feedback Team carried out monthly transactional surveys, which have highlighted longer term issues that officers are following up on. Officers are also working on improving follow ups, meeting weekly with the Repairs Team and keeping complaints open until the resident has verified it can be closed.

RESOLVED – That, the report be noted.