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What we got wrong and what we did about it

As a tenant led organisation, we place the feedback we receive from our tenants at the heart of everything we do. 

We’re always listening, whether that be when we visit your home, when you respond to surveys about our services or when you take the time to give us formal feedback. We're happy to hear when you're pleased with our services and will aim to do more of the things you like. 

However, when you let us know that you aren’t happy with our services, we aim to resolve things for you and to learn from our mistakes. 

We don’t always get things right the first time, and sometimes things will go wrong - but we try to make sure we always identify how we can fix or improve something.

Here are some examples of where things haven’t gone right, and what we’ve done about it. Take a look below.

Contact Centre graphics

Reporting ASB (February 2022)

What we got wrong

A tenant told us that they felt the process for reporting ASB concerns and behaviours took too long with having to wait for diary sheets to be sent by post, and then be returned by post, before they were assessed. This was adding to the delays in seeing any improvements to their situation.

What we did about it

We looked at how these forms could be sent out in a digital format so they were more accessible and easier to complete. These forms are now emailed to tenants who have raised an ASB case and this will provide them with the means to start completing diary sheets sooner. They can then email them back to the ASB team on completion, avoiding delays and not be reliant on the post. It will also help tenants to provide us with information in their preferred format. 

 Different repairs tools graphic on a banner

Slow repair times (October 2021 - January 2022)

What we got wrong

In October 2021, a tenant contacted us reporting a repair to their garage. 12 weeks later, the repair hadn't been carried out and the tenant's husband received injury from the garage door. A formal complaint was raised due to the lack of action taken to resolve the repair.

What we did about it

Our Empty Homes Team Leader contacted the tenant on 24th December, and arranged for a new door to be fitted and compensation of two months garage rent. The new garage door was fitted week commencing 17th January 2022. We acknowledge that this is unacceptable and have investigated into why this repair wasn't actioned in a more timely manner. Further training on the repairs system has been given to staff to ensure that repairs jobs are raised and removed correctly.

We received great feedback from the tenant in response to the complaint: "Thank you for my complaint response. I never expected the issue to be handled so quickly or smoothly. I received phone calls from Red Kite on Christmas Eve and the job was scheduled. Once again, thanks to all those involved, the service was exceptional in resolving the issue."

Contact Centre graphics

Call wait times (July - September 2020)

What we got wrong

We saw satisfaction about the ease of reporting a repair drop from 85.8% in July, to 63.3% in September. We do know that we were busier than usual, and are taking more repair requests, and that as a result of this call wait times were longer than we would have liked them to have been. 

This resulted in some of our tenants abandoning calls before being able to speak to us, and in your feedback you have told us that you feel it can be difficult to get through to us on the phone. We want to provide an excellent service and are sorry that we haven’t been meeting your expectations.

What we are doing

We're currently looking at how we can improve our resourcing to help reduce wait times. However, we want to make sure that whilst the wait times are higher than where we'd want them to be that we're providing you with information so you can make decisions on how you want to speak to us. To do this, we've added information to let you know how long it will be for your call to be answered, as well as other ways you can contact us such as web chat, or by email if you don’t need to speak to us straight away. 

We're pleased that we're starting to see satisfaction around the ease of reporting a repair increasing again and it’s great to see more of you are using our digital channels to contact us.

Different tools graphics on a banner

Follow on works (September - November 2020)

What we got wrong

We received feedback from some of our tenants about how we’ve kept them informed when we need to carry out follow on works after attending a repair. We know that keeping you informed is really important, and in these cases we haven’t been clear as we should have been about when the works would take place.

What we did

We've worked with our repairs contractor to review the process for arranging and booking follow on works, introducing a dedicated resource to ensure that follow on works are actioned without delay from booking in the work with both contractors and the tenants so everyone knows when the work will be completed.

Leaking pipes graphic on a banner

Multiple leaks (October 2020)

What we got wrong

When a tenant reported multiple leaks to us over a period of time, we acted on the reports, raising multiple repairs to fix the issue. However, we failed to identify at the earliest opportunity that this reoccurring repair request required a deeper look to understand what was at the root of the issue. 

What we did

We've reiterated to staff the need to view the repairs history on a home when a new repair request is made, highlighting any repeated requests or trends to a Repairs Specialist for a deeper investigation. We've also implemented a new suite of reports to highlight homes where a higher than expected number of repairs are raised, allowing us to investigate further and identify and target the root cause.

A row of houses and green space graphic on a banner

Home delays (November 2020)

What we got wrong

We advertised a home which was successfully bid on by an applicant. The home they had bid on had not yet been returned to us due to delays with arranging for the home to be emptied. We hadn’t been clear with the incoming tenant about this, nor when we could expect it to be ready.  

A family member of the incoming tenant got in contact to let us know the situation was causing anxiety, especially as the incoming tenant was suffering from ill health, and understandably was keen to move in and get settled.  

What we did

As soon as we were made aware of the anxiety this was causing, we recognised that we weren’t providing a great customer experience and wanted to put this right as soon as possible. We were able to let the incoming tenant know of some similar, alternative homes, one of which they were happy to move into. We ensured works were completed quickly to allow our new tenant to move in.

We held a learning session with our team to ensure we strengthened our processes so that we keep applicants up to date once they have been offered a home - especially if there is going to be a delay to when the home will be available. We know that once someone is offered a home, they are keen to move in as soon as possible, so it’s really important that we provide the right information at the right time. We’ll be visiting our new resident soon to see how they’ve settled into their new home.

Heating related graphics on a banner

Heating system testing (November 2020)

What we got wrong

Recently, a tenant moved into one of our homes, and after having their boiler recommissioned, they noticed various leaks to the heating system – we know that this isn’t something a tenant wants to be dealing when they first move in – and that the heating system should be fully working with no faults. 

What we did/doing

We're working with our contractors to improve our checks on the heating system before a home is let – this will include a full test of the heating system before the gas is capped to ensure there are no faults and the heating system is working as it should be. Any faults which are identified will then be picked up and completed as part of our void repair works, before the keys are handed over to our new tenants.

Different repairs tools graphic on a banner

Repair requirements (December 2020)

What we got wrong

We were receiving complaints from tenants where we were attending to complete repairs that had been reported but failing to complete the repair during the visit. In a number of cases this was due to us sending the incorrect tradesperson for the job because we hadn’t fully understood the repair requirement. We know this isn’t good enough. 

What we’re doing

We arranged some specialist repairs diagnostic training in December 2020 for our Contact Centre team who take and raise repair requests. This training has provided the team with enhanced knowledge on repairs, including how to ask effective questions to ensure we fully understand the repair request, identifying the right tradesperson for the job and, where possible, completing the repair at the first attempt.

We'll continue to ensure new starters are provided with the same training and information guides and monitoring the performance of all existing staff to help us maintain a high standard and identify where additional training or support is required.

Partnership • Respect • Pride
Realising the potential in our communities


Red Kite Community Housing, Windsor Court, Kingsmead Business Park, High Wycombe, HP11 1JU

Red Kite Community Housing is the trading name of Red Kite Community Housing Limited, a charitable registered society which operates for the benefit of the community under the Cooperative and Community Benefit Societies Act 2014, registered in England with the Financial Conduct Authority (registration number 31322R) and the Regulator of Social Housing (registration number 4682). VAT number 290 7410 06.