Council housing complaints drop
Complaints about Carmarthenshire Council’s housing services have almost halved in the last year.
The number of complaints received has fallen from 102 in 2009/10, to 65 the following year, showing improvement in areas including estate management, adaptations and home improvements.
In addition, more than 40 compliments were received; with the highest praise being made for the council’s housing staff.
Tenants said that services were delivered within an agreed timescale, and met expectations, whilst staff were polite, helpful and professional.
Carmarthenshire County Council owns and manages 9,200 homes, in a mixture of rural and urban environments.
It closely monitors complaints and compliments to ensure proper procedures are being followed for the benefit of tenants, and to highlight areas for improvement.
Analysis of the complaints and compliments received during 2010/11 was presented to the Housing Scrutiny Committee last week.
Recommendations were also made for improvement. They include communication training to help staff explain issues more clearly to tenants, and more emphasis on keeping records so that work can be shared when officers take leave or sickness.
Head of Housing Robin Staines said: “Whilst the number of complaints have fallen, and are small in relation to the number of homes we manage, we always welcome the opportunity to scrutinise performance and look for areas of improvement.”
Housing Executive Board Member, Cllr Hugh Evans, added: “We acknowledge that there are some areas for improvement, and we will ensure that feedback given during the complaints process is taken on board and that services are improved.
“At the same time, it is encouraging to hear that people are pleased with the services we are providing, and we are very grateful that they have made their views known.”
The number of complaints received has fallen from 102 in 2009/10, to 65 the following year, showing improvement in areas including estate management, adaptations and home improvements.
In addition, more than 40 compliments were received; with the highest praise being made for the council’s housing staff.
Tenants said that services were delivered within an agreed timescale, and met expectations, whilst staff were polite, helpful and professional.
Carmarthenshire County Council owns and manages 9,200 homes, in a mixture of rural and urban environments.
It closely monitors complaints and compliments to ensure proper procedures are being followed for the benefit of tenants, and to highlight areas for improvement.
Analysis of the complaints and compliments received during 2010/11 was presented to the Housing Scrutiny Committee last week.
Recommendations were also made for improvement. They include communication training to help staff explain issues more clearly to tenants, and more emphasis on keeping records so that work can be shared when officers take leave or sickness.
Head of Housing Robin Staines said: “Whilst the number of complaints have fallen, and are small in relation to the number of homes we manage, we always welcome the opportunity to scrutinise performance and look for areas of improvement.”
Housing Executive Board Member, Cllr Hugh Evans, added: “We acknowledge that there are some areas for improvement, and we will ensure that feedback given during the complaints process is taken on board and that services are improved.
“At the same time, it is encouraging to hear that people are pleased with the services we are providing, and we are very grateful that they have made their views known.”
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