When things go wrong
Highlights of the year
We are committed to consistently delivering exceptional service to our customers. However, we acknowledge that occasionally, things may not go as planned. In such instances, we actively collaborate with the affected residents to rectify the situation promptly and effectively.
Additionally, when we identify any vulnerabilities, we now have a dedicated service support team that will step in to provide tailored assistance. This ensures that all residents receive the necessary support and care, reinforcing our commitment to their well-being and satisfaction.
Case study
In the case of Mrs. X, she experienced ongoing issues with repairs in her home and had been trying to get them fixed for an extended period.
Despite several repair appointments and visits, the problems were not resolved satisfactorily, leading her to contact us many times.
Our dedicated team then took over the case, reaching out to Mrs. X to discuss her concerns. The manager, along with our head of repairs, conducted a home visit, surveyed the property, and scheduled appointments for all necessary works, which were subsequently completed to her satisfaction. The manager has maintained regular communication with Mrs. X and referred her to a multi-agency team to address any additional needs.
Satisfaction that Wandle treats you fairly and with respect (TP08)
Last year (2023/24)
This year (2024/25)
Lower than target 69%
Target for next year (2025/26)
Stage 1 complaints received from tenants in 2024/25
Stage 2 complaints received from tenants in 2024/25
Working Days
The average time to complete Stage 1 response.
We aim for 10 working days.
Stage 1 complaints from tenants in 2023/24 resolved on time
Stage 2 complaints from tenants in 2023/24 resolved on time
Stage 1 complaints from tenants in 2023/24 resolved outside of time
Stage 2 complaints from tenants in 2023/24 resolved outside of time
Working Days
The average time to complete Stage 2 response.
We aim for 20 working days.