Customer feedback

Raising the standard of services for tenants 

The Tenant Services Authority (TSA) believes that the quality of services should be discussed, agreed and monitored between the landlord and its tenants, at a local level. This ensures that the needs of specific communities and neighbourhoods can be met through the introduction of local standards, also known as Local Offers. 

Following consultation with tenants, SNH agreed a local complaints standard that included a commitment to publish information about the number and category of complaints and compliments received, on a twice yearly basis. 

Summary 1.4.11 to 30.9.11 – complaints and compliments received by category 

• Complaints have reduced by over 36% during the second half of the year (33 for the period 1.4.10 to 30.9.10).
• The main cause for complaint continues to be repairs (41%).
• A total of nine complaints (43%) were upheld to some extent.
• Compensation payments were offered in five cases.
• As a result of receiving three separate complaints, small amendments have been made to the Tenants’ Handbook, Parking policy and the Customer Feedback policy. These amendments have all been made to make our procedures clearer for our customers.
• Many of the compliments received praised staff and/or our contractors for their help and efficiency in resolving particular issues.