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Yorkhill Housing Association Limited
0141 285 7910

Recorded Complaints

1st April 2016-31st March 2017 by section

Stage   1

Upheld

Stage   2

Upheld

Housing Management

12

8

 1

Maintenance

14

11

5

3

Factoring

33

29

1

-

Finance/Admin

-

 

1

1

Totals

59

48

8

5

Complaints by subject 1st April 2016-31st March 2017

Subject

Stage 1

Upheld

Stage 2

Upheld

Close cleaning

9

6

-

 

Landscaping

6

6

 

 

Backcourts and bulk

6

6

 

 

Bins and rubbish

3

2

 

 

Contractors

16

12

 

 

Dogs

4

4

 

 

Neighbours

5

4

 1

 

Commercial neighbours

3

3

 

 

Owners repairs

3

2

 

 

Close repairs

 

 

1

1

Insurance

1

1

 

 

YHA staff

1

1

2

1

Others

2

1

4

3

Totals

59

48

8

5

Comments on complaints

  • There are no serious issues of concern, other than the ongoing case previously reported and currently the subject of potential legal action. 
  • 80% of Stage 1 and Stage 2 complaints were fully or partially upheld
  • Complaints against contractors were the biggest single reason for complaints with 16, from a total of 59. This represents around 27% of all complaints
  • However, the complaints span our range of contractors, there is no individual firm generating disproportionate dissatisfaction
  •  Our staff have tightened up communication and monitoring processes to reduce complaints in future.
  • Complaints about bulk refuse, cleansing department, bins and rubbish continue. They represent 16% of complaints.
  • Staff continue to liaise with other agencies to try and manage particular hot spots.

Complaints of Anti-social behaviour

Housing Management staff have dealt with fewer general complaints than the other sections, but between April 2016 and March 2017 they responded to a total of 43 complaints concerning anti-social behaviour. These are recorded separately.

  • At least five of these are ongoing cases of persistent nuisance noise from one individual
  • At least two appear to be ongoing neighbour feuds
  • In most cases, the complaints about excessive noise / vandalism / disturbances seem to be wholly justified
  • The HM team has responded swiftly to all complaints. The staff have developed strong positive relationships with the local police and have good contact links with other agencies (SWD, Noise Abatement, Environmental Health, etc)
  • Mental health issues play an increasing role in complaints of nuisance behaviour. Good support resources appear to reduce complaint levels, but several residents with mental health problems have no support.