Complaint Performance and Improvement Plan

This document is a Complaint Performance and Improvement Plan for Pinnacle Affordable Homes, outlining the organization's approach to handling resident complaints. The plan reflects compliance with the Housing Ombudsman Complaints Handling Code as of April 2024 and details the complaints received from March 2023 to April 2024. It includes statistics on Stage 1 and Stage 2 complaints, response times, and service improvements made as a result of feedback. The report indicates that 12 Stage 1 complaints were received, with 10 resolved within the stipulated timeframe, and 4 Stage 2 complaints were recorded, with one exceeding the response time. Additionally, the document discusses lessons learned from complaints, including revisions to the Minimum Lettable Standard Policy and enhancements to the start of tenancy process. Planned improvements for the upcoming year are also outlined, emphasizing staff training and resident involvement in the complaints process.