Our Annual Reports show you how we’re performing and delivering value for money. View the reports online or download. If you require any of these reports in another language, please email: firstname.lastname@example.org.
We received 21 complaints from our customers in October 2019.
A reduction of 37% of total complaints (232 v 317) when compared to the equivalent period last year.
The average time taken to close complaints is steadily reducing.
Customers are at the heart of everything we do and we are continually striving to improve our service and performance for every one of our customers.
Total number of formal complaints received this month
Of households complaining
Customer satisfaction score
Overall Customer Satisfaction has increased by around 4% since October. Our Grounds Maintenance and Contact Centre teams performed particularly well, both scoring over 80%, which is much higher than normal. However, we are still a little way short of our target of 87.5% (housing sector average).
We finished building 8 brand new houses in November and 6 customers were able to move into their new home. We have built 117 new houses in Trafford and the surrounding area so far this year.
We were only able to respond to 50% of complaints within the timescales we promised. We received a lot more complaints than usual in November, many relating to boilers and gas servicing. However, we know we need to do better and we’re looking to improve how quickly we respond to our customers.
Our Social Investment Team committed £371k of grant funding to local community projects in November. This included:
Electrical supply at Circle Court: information for customers
Circle Court update: Power now restored
Early Christmas present for Hale heroes of Wellgreen Lodge
Changes to our customers’ gas heating services provider
Liberty will now provide our gas heating services contract for customers.
Trafford Housing Trust is now a part of the L&Q Group
Trafford Housing Trust to become a standalone subsidiary of L&Q, retaining its own brand, Board and executive management team.
Fighting holiday hunger with Active Appetites
THT funding for 12 groups around Trafford to supply meals to children and families.
L&Q talks heading towards completion
A personal update from Chief Executive Larry Gold