logo
Yorkhill Housing Association Limited
0141 285 7910

Recorded Complaints

April 1st 2015 - 31st March 2016  

 
Stage 1 Upheld Resolved within timescales  Stage 2  Upheld Resolved within timescales Total rec'd    
Housing Management 11 9  11 2 1 13
Maintenance  8 7 7  6  4 6 14
Factoring 20  19  20   - - - 20
totals 39  35  38   8   5 7 47

Complaints by subject 2015-16

Stage 1 Upheld Stage 2 Upheld
Contractors 4 3 4 4
Close cleaning 6 6 - -
Backcourt/bulk 9 9 - -
Rubbish disposal 8 8 - -
Insurance - - 1 0
Allocations - - 1 0
Housing Application 1 1 - -
Compensation - - 1 0
Voting rights 1 0 - -
Dog fouling 1 1 - -
YHA tenants 2 0 1 1
Private tenants 3 3 - -
Charges 2 2 - -
Customer service 1 1 - -
Energy performance 1 1 - -
totals 39 35 8 5

 

93.2% of all complaints were full or partially upheld

9 complaints were in relation to GCC issues or private landlords

Close cleaning complaints were for minor incidents; in all cases the contractor came out immediately

Stage 2 complaints about contractors resulted in a contractor being removed from the Association's approved list

Complaints regarding charges and customer service resulted in staff re-training