Riverside received 1,636 complaints from 1 September, 2014 to 31 August, 2015.

Of these 93% were resolved at the first stage, with 47% upheld, 17% partially upheld and 29% not upheld. A total of 7% were resolved at stage two, 3% being upheld, 2% partially upheld and 2% not upheld.

Of the remaining cases, two went to the tenant panel, six to an MP or councillor and four to the housing ombudsman.

The top complaints received were:

• responsive repairs service (88%)

• customer care, by Riverside or contractors (4%)

• maintenance of communal areas (1%)

• gas servicing (1%).

As a result of your complaints we have:

• increased the authorisation level for our main repairs provider

• identified training needs for 132 teams and 166 individuals

• reviewed 263 parts of processes or procedures

• found 12 instances where policy reviews are needed

• updated our customer records in 18 cases.

We also recorded 6,962 service failures on our system, when customers don’t make a complaint, but we still want to record a problem to make sure we put it right. These included letters sent that someone didn’t understand, missed appointments and missing noticeboards.