At Stockport Homes, we feel it is important to be open and transparent with our customers, and we are fully committed to our Together with Tenants commitments.

As part of our commitment to communicate with customers we have set out our performance on complaints handling for 2023/24 (April 2023 to March 2024). For more detail you can also read our 2023/24 Year End Customer Feedback reports. 

As a member landlord of the Housing Ombudsman Scheme (HOS), Stockport Homes Group (SHG) are required to adhere to the HOS’ revised Complaint Handling Code, which became statutory on 1st April 2024. You can read SHG’s self-assessment against the code here.

Learning and improving from complaints 

At Stockport Homes we value all forms of customer feedback. We use the learning from complaints to drive improvements to the services we provide to our customers. Here are a few examples of improvements which have come about following customer feedback during the year:

• Following a complaint relating to handling of reports of a leak in a high-rise building, a review was led by the Customer Feedback Team working with One Number Team, Three Sixty and Neighbourhoods to agree and implement an improved process for identifying leaks and gaining access where needed, to ensure timelier resolutions and minimising impact on customers.

• It was agreed with the One Number Team and Technical Surveyors that mould washes would be considered as separate works orders to associated plastering and decorating works, to ensure that mould washes can proceed more quickly.

• Our contactor Three Sixty procured a new sub-contractor for installation of uPVC doors given performance issues with the existing supplier as identified through formal complaints.

• Protocol was changed within the Carecall service to notify Next of Kin contacts when non-urgent medical assistance has been requested, as they may be able to visit the service user and provide assistance and reassurance while awaiting an ambulance.

Compliments Received 

During the year Stockport Homes recorded 198 compliments from customers.  Here are just a few of the compliments received which demonstrate where colleagues have gone above and beyond and demonstrated a customer focussed approach:

• A Neighbourhood Housing Officer who effectively dealt with a noise nuisance: “Thank you for everything you have done. We can now look forward to a peaceful retirement.. You have been wonderful, and we are very grateful”.

• Following the installation of a new heating system a customer said “nothing was too much trouble for them, taking care in keeping everything clean and tidy”.

• Regarding a Customer Service Officer on the One Number Team a customer commented that when calling about their Homechoice application the Officer “was absolutely lovely, really helpful and so understanding of their situation”.  The Officer had helped her with her application and got everything sorted out.

Customer Feedback reports

You can read our feedback reports below. We also tell you about complaints and compliments in the Stockport at home newsletter.