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Between 1 July and 31 December 2011, Westlea received 43 new formal complaints. We agreed with 16 of these complaints and made changes to our processes in order to improve our services.

The issues raised include: mould and damp, housing allocations, maintenance repairs, heating and service charges, grounds maintenance, as well as general customer service.

As a result of customer feedback from these formal complaints, we have taken the following action:

At the end of each month we carry out a complaints satisfaction survey in order to monitor our service. In the second half of the year, 48% of the complainants who took part in the survey were satisfied with the way in which their complaint was handled. This is a disappointing result and is below our target of 60% satisfaction. We are currently reviewing our complaint handling processes and will be implementing changes as of April 2012 where Westlea and OCHA will be launching a new GreenSquare group complaint procedure

If you would like any further information on how to make a complaint, please refer to your 'Tell Us What You Think' leaflet, go to our website www.westlea.co.uk or call the Customer Service Co-ordinator, Celia Fletcher on 01249 466148. Your feedback and views matter to us and they can help us to shape how we work in future.

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Tell us what you think – information leaflet (PDF)
(How to give us your comments and suggestions or make a complaint)
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