Barnet Homes
Between 1 July and 30 September, Barnet Homes had 299 Stage 1 complaints to respond to. Of these, 26 were escalated to Stage 2 of
our complaints process. We answered 96% of Stage 1 complaints and 96% of Stage 2 complaints within our target of 10 working
days. Examples of learning from complaints is included below.

You said: staff in the Repairs service aren’t always keeping you updated about appointment changes and repair delays
We did: we have introduced weekly monitoring of repairs appointments that are rescheduled and have taken action to reduce the volume of appointments that are moved. Where an appointment has to be moved, members of our Planning team now try to contact customers by phone at least twice before the appointment is rescheduled. Where repairs have been delayed due to unforeseen circumstances, a member of our Customer Contact Team has been making outbound calls to customers to keep them updated about progress.

You said: That it sometimes takes too long for some areas of work to be completed
We did: like other housing providers, we have recently experienced a large number of vacancies in certain trades, which has caused delays for customers. To address this, we recently completed focused recruitment exercises for plastering and carpentry which has improved resourcing in these critical areas. Whilst plastering is still a challenge nationally, our waiting time for carpentry appointments has reduced significantly over the past 4 weeks.

Opendoor Homes
Between 1 July and 30 September, Opendoor Homes had 11 Stage 1 complaints to respond to. Of these, none were escalated to Stage
2 of our complaints process. We answered 100% of Stage 1 complaints within our target of 10 working days. An example of learning
from complaints is included below.

You said: that too many appointments were being rearranged without you being notified
We did: a session on the importance of contacting our customers when appointments need to be changed with all planners. We are
actively tracking appointments moved and calls made to improve communication with our residents.