When we looked at complaints from the previous year, we saw a high level of Estate Management complaints. The main theme seemed to be that customers are not always happy with how we maintained communal grounds and that some estates were overgrown.
In response, our Estates team has started to review all our estates to make sure we are maintaining all outside areas we are responsible for. If we are not responsible for an area of land, we're identifying who is.
How we got our feedback
Who?
Customers who submitted formal complaints
When?
April 2019-March 2020
How?
We analysed all complaints we received (431) to find trends