Complaints and feedback

A Westward complaint

We define a complaint as an expression of dissatisfaction about the standard of service, actions or lack of action by Westward, our own staff, or those acting on our behalf, affecting an individual resident or group of residents.

A complaint is not a:

• request for a service
• report of a fault or defect
• query about a policy
• request for information
• dispute

Our aims for complaint handling are:

• 99% complaints resolved and closed at stage one
• 0% complaints progressed to stage three
• resolve complaints within Ombudsman timescales
• continue to learn from customer complaints and ensure these lessons are shared with colleagues

The Housing Ombudsman is set up by law to look at complaints and resolve disputes involving the tenants and leaseholders of social landlords like Westward.

The Ombudsman won’t usually consider a complaint that hasn’t first been looked at by us through our formal complaints process.  The Ombudsman’s website has really useful information and videos about making a complaint and you can access this at any time: housing-ombudsman.org.uk

The Ombudsman's Complaint Code sets out good practice about responding to complaints effectively and fairly. Westward has self-assessed Westward against the code and you can read the results here: Westward Complaints Self Assessment June 2024.

Our Annual Complaints Report (2024) is sent to Westward board and their response to the report and Ombudsman self-assessment can be found here.

Our board has carefully considered Westward’s Housing Ombudsman’s landlord performance report, including the findings and areas of learning that have been recommended. Our board members understand that the findings in the 2023-24 report relate to four complaints. The board members were pleased to note that all the orders issued by the Ombudsman have been complied with. They are assured that there have been some significant changes implemented over the past 12 -18 months which will ensure that we are able to handle complaints more effectively and reduce the likelihood of similar complaints arising. 

Westward's board members recognise that there are opportunities to improve our services, implementing changes from the feedback in the report and the learning highlighted by the Ombudsman in both the landlord performance reports and in other publications. We regularly review these to support our commitment to providing customer focussed services. The housing ombudsman frequently reviews practice in the service areas where they see a significant number of complaints. We publish topic-based assurance tables on our website to show where we meet the recommendations and where additional actions are required. 

Make Things Right

It matters that you know how to complain to your housing association so the government has launched a complaints awareness campaign on a website which you can view here: Social Housing Complaints - Make It Right

This is our complaints performance summary for Quarter 3 | October to December 2024

• 124 total complaints. Full break down here:

  Complaints

  Department	Count	%
  Property Services	69	55.60%
  Westward Property Services	16	12.90%
  Housing Team East	13	10.40%
  Asset Management	7	5.60%
  Housing Team West	6	4.80%
  Supported Housing	4	3.20%
  Enabling Hub Management	3	2.40%
  Property Compliance Team	2	1.60%
  Customer Enabling Hub	1	0.80%
  Emergency Helpline	1	0.80%
  Home Ownership	1	0.80%
  Support Services	1	0.80%
  Total	124

• 95% of complaints resolved at stage 1 (target still 99%)
• 95.16% resolved in 10 working days (target still 92%)
• 49 compliments this quarter. Full break down here:

  Compliments

  	Count	%
  Contractor	14	29%
  Service provided	5	10%
  Staff attitude	30	61%
  Total	49

• 15 compensation claims with a payout of £1701.48