Q1
- Complaints: 8 complaints from neighbours about antisocial behaviour and nuisance due to a client's relapse.
- Challenges: Lack of cooperation from other agencies in supporting the client.
- Actions: Managed neighbours’ expectations through communication and updates; held mandatory training for staff and trustees on complaint handling.
Q2
- Complaints: 40 complaints, mostly from neighbours about noise and nuisance.
- Actions: Addressed issues during house meetings; resolved recurring antisocial behaviour and noise complaint by moving the client to 24-hour accommodation; highlighted need for better property and room checks.
Q3
- Complaints: All complaints resolved; noise from clients experiencing mental health relapses was the main issue.
- Actions: Internal audit led to refresher training and policy update to align with Ombudsman Complaints Handling Code.
Q4
- Complaints: Decreased following policy update in December 2023.
- Actions: Trained managers and Housing Officers on updated complaint policy; introduced "service requests" and reduced complaint stages from three to two with new resolution timeframes.
- Status: All complaints resolved within ten days, except one related to support quality, which took longer but was eventually resolved.
- Ongoing Issue: Noise complaints addressed in Clients Meeting.
The following chart outlines the trends in complaint handling for the year under review.