Between 1 October and 31 December 2022, Barnet Homes received 376 Stage 1 complaints. Of these, 44 were escalated to Stage 2 of our process. We answered 95% of Stage 1
complaints within our target of 10 working days and 93% of Stage 2 complaints within our target of 20 working days.
Here’s how we learned from complaints:
You Said: Housing Officers and Anti-social Behaviour Officers were not always keeping in contact with you or returning messages as quickly as you would like.
We Did: We have now recruited an additional ASB Officer and a Housing Officer. This will improve response times and communication.
You Said: Too many appointments were being rearranged without notice, and on occasion, jobs were double booked.
We Did: We analysed our processes for booking jobs and are planning to identify where jobs are raised twice. We are also reviewing whether the same trades are raised on multiple jobs, so that we can try to consolidate them and give residents one appointment rather than two or three.