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Learning from complaints

A total of 66 customer complaints have been dealt with by Colne in the last year with 54 (88%) of them upheld. It is important we use our learning.

We have made improvements as a direct result of some of the issues identified.

The highest number of complaints were about our repairs services.
Customers will be involved in the review of repairs in 2018.

Three complaints went to the final stage of Colne’s complaints process – one related to handling of an antisocial behaviour report, another to a delay in planned maintenance of a home and the third was about estate services. Two complaints were upheld and resulted in us improving neighbourhood services cover when staff are on long term leave.