As well as reporting on feedback and complaints data monthly, we also produce an annual complaints performance and service improvement report each year.
This report is reported to the Board and is published on this website.
The report covers:
- total number of complaints received
- types of complaints received
- response times
- residents' satisfaction.
This report also includes our self-assessment against the Housing Ombudsman’s Complaints Handling Code, which was undertaken in February 2025.
Housing and community services
| Department | Stage 1 complaints | Stage 2 complaints | Complaints sent to the Housing Ombudsman |
|---|---|---|---|
| Housing and community services | 117 | 18 | 3 |
| Development and asset management | 5 | 1 | 0 |
All complaints at stages 1 and 2 are managed by our feedback team.
| Type of complaint | Number of complaints |
|---|---|
| Property condition/repairs | 48 |
| Customer service and staff | 29 |
| Invoicing and charges | 6 |
| Damp and mould | 12 |
| Antisocial behaviour handling | 2 |
| Parking | 1 |
| Communications/information | 5 |
| Landscaping | 5 |
| Contractor or external organisation | 3 |
| Other | 6 |
| Type of complaint | Number of complaints |
|---|---|
| Invoicing and charges | 1 |
| Applications, transfers or owners | 1 |
| Communications/information | 1 |
| Customer service and staff | 1 |
| Other | 1 |
Care services
| Stage 1 complaints | Stage 2 complaints | Complaints sent to the Local Government and Social Care Ombudsman |
|---|---|---|
| 14 | 2 | 1 |
All complaints at stages 1 and 2 are managed by our feedback team.
| Type of complaint | Number of complaints |
|---|---|
| Delivery of care | 5 |
| Communications/information | 1 |
| Property condition/repairs | 1 |
| Medicines and treatments | 1 |
| Catering | 1 |
| Customer services and staff | 1 |
| Health and safety | 1 |
| Other | 3 |
How we are improving services
When we receive feedback, including complaints, we identify common themes so we can make improvements.
Below are some examples of the trends identified in 2024, as well as our action or planned action to improve our services in these areas.
A number of complainants complained about the timescales for repairs, including damp and mould repairs. In response, we have:
- recruited a ‘Repairs Manager’ to oversee all responsive repairs and to offer support to our Property Surveying team
- introduced several key performance indicators for Property Surveyors, to ensure we are tracking damp and mould investigation timescales and outcomes appropriately
- in the process of launching a new Responsive Repairs Policy and a damp and mould procedural guide for colleagues to offer them the support required when handling damp and mould issues in resident’s homes
- ensuring that all of our key Property Services colleagues undertake further damp and mould training to ensure we have the appropriate skill level across the teams.
Several complaints received suggesting that residents find it difficult at times to speak to the correct person or get clear answers to their questions. In response we have:
- introduced a new Resident Charter, so there is clear guidance of what to expect from JRHT and the timescales they can expect these to happen in
- undertaken an ‘In Your Communities’ event which involved staff from across the organisation knocking on every resident's door in 2024, to gather feedback and identify any concerns that the resident had.
Response from the JRHT Board
We shared this report with the Board who responded:
“The JRHT Board values all feedback from residents. The insight from complaints especially provides us with an awareness of the experiences encountered by the people who live in our homes and communities, and an invaluable opportunity to learn from where things have not gone so well and improve the way we deliver services. The Annual Complaints Performance and Service Improvement Report shows that, whilst we have made some improvements in our Complaint Handling over the past year, there remain areas where improvement is needed. We will continue to monitor progress and provide constructive challenge where required.”