Recent complaints
At NCHA we handle complaints in two stages.
Stage one includes a thorough investigation of your complaint by the relevant service manager. If you’re not happy with the outcome of the investigation, you can request a review of your complaint, which moves it on to stage two. We will also tell you how to contact other organisations for further advice. At stage two, a senior manager will carry out a review of the investigation.
Read more about our complaints process.
Our recent performance
You can download our detailed annual complaints performance review for 2023-24 [PDF]. Below is a summary of the key information.
From January to March 2024, we received 270 stage one complaints, and 53 stage two complaints.
From April to June 2024, we received 198 stage one complaints, and 18 stage two complaints.
The complaints we received from April to June 2024 were about:
- Repairs 108
- Employees 28
- Estate management 16
- Damp and mould 4
- Compliance 8
- Transfers 2
- Building safety 3
- Rents and service charges 1
- Planned maintenance 11
- Anti-social behaviour management 1
- Home ownership 2
- Tenancy management 6
- Cyclical repairs 2
- Income 6.
Time taken
The figures below show the average number of working days it takes us to process and close a complaint:
- From January to March 2024, it took us 9.8 days for stage one complaints, and 13.3 days for stage two complaints.
- From April to June 2024, it took us 5 days for stage one complaints, and 14 days for stage two complaints.
