I am writing under the Freedom of Information Act 2000. I would like the following information:

1. The following details of complaints made by residential tenants of properties owned and leased by the council (properties known as 'council houses') for the years 2017 - 2021 (as up to date as possible for 2021) in relation to structural issues, maintenance issues and environmental issues (see definitions below for guidance).
- The date the complaint was made.
- The description of the complaint or issue. ie "Mould" or "Broken Fridge"
- The outcome of the complaint (ie 'Solved', 'Pending' or 'Not Resolved').
- The date the outcome was reached/finalised.
- If a complaint was resolved, please provide a brief description of how ie "Fridge Replaced".
- If a complaint is "pending". please provide a brief description as to why ie "Parts on order"

Definitions:
'Structural Issues' encompasses such cases as:
- Repairs being required on doors, carpets, fittings, windows, locks etc.
- Replacements being required on doors, carpets, fittings, windows, locks etc.
- A ceiling or wall partially or fully collapsing.
- A ceiling or wall in need of repair or maintance.

'Maintenance Issues' encompasses such cases as:
- Issues with the central heating or other heating systems within a property
- Issues with the electrics, plumbing or gas systems within a property.
- Repairs being required to the electrics, plumbing or gas systems within a property.
- Repairs to any white-goods and kitchen appliances provided by the council within the property ie fridge and oven.

'Environmental Issues' encompasses such cases as:
- The presence of different kinds of mould within a property.
- The presence of damp within in a property.
- The presence of other types of biological matter that would not typically be found in a property. For example: plants growing within walls, moss forming or mushrooms spawning.
- The presence of insects and animals within in a property such as ants, cockroaches or rats.
- The presence of asbestos within a property.

Please be aware that under Data Protection we have had to take out any personal information regarding the complaints details. We have formal complaints at stage 1 and stage 2. We only Retain stage 1 from date of conclusion of complaint for 2 years and stage 2 is retained from date of conclusion of complaint for 3 years. Therefore, we cannot answer as detailed as you are suggesting for the years 2017 and 2018. Moving forward, the council are making the numerical data collection (with no personal data or complaint information) for Social Housing complaints more diverse, though unfortunately, we at present do not have this as sectioned out as you are requesting.

In terms of the brief descriptions on how the complaint was resolved or is pending, we do not log this, though they are filed in corresponding complaint files, this would be exceed the appropriate limit to read through and complete. We should also add that this is harder to do as this time period consists of three different customer care officers working on complaints and capturing the data differently. We have been able to add these for the most recent complaints due to the knowledge of the current customer care officer.

April 2018 to December 2018
April 2018 to December 2018 (Stage 2) Amount of Complaints on Structural Issues: 0
2018 (Stage 2) Details of Complaints on Structural Issues: Not applicable.

April 2018 to December 2018 (Stage 2) Amount of Complaints on Maintenance Issues: 0
2018 (Stage 2) Details of Complaints on Maintenance Issues: Not applicable.

April 2018 to December 2018 (Stage 2) Amount of Complaints on Environmental Issues: 0
2018 (Stage 2) Details of Complaints on Environmental Issues: Not applicable.

January 2019 to December 2019
January 2019 to December 2019 (stage 1 and 2) Amount of Complaints on structural issues: 0
2019 (stage 1 and 2) Details of Complaints on structural issues: Not applicable.

January 2019 to December 2019 (stage 1 and 2) Amount of Complaints on Maintenance Issues: 7
2019 (Stage 1 and 2) Details of Complaints on Maintenance Issues;
• 29th January 2019 opened, Heating issues and complaint about heating contractor, Stage 1 Resolved, 21st February 2019 complaint closed.
• 30th January 2019 opened, Delay in heating being repaired, stage 1 resolved, 30th January 2019 complaint closed.
• 31st January 2019 opened, Service provided by heating contractor, stage 1 resolved, 8th February 2019 complaint closed.
• 27th February 2019 opened, service provided by heating contract and the delay to repairs, stage 1 resolved, 4th March 2019 complaint closed.
• 17th September 2019 opened, Complaint that gas service wasn’t provided correctly, stage 1 resolved, 18th September 2019 complaint closed.
• 23rd September 2019 opened, service provided by heating contractor, stage 1 resolved, 14th October 2019 complaint closed.
• 11th October 2019 opened, service provided by heating contractor, stage 1 resolved, 25th October 2019 complaint closed.

January 2019 to December 2019 (Stage 1 and 2) Amount of Complaints on Environmental Issues: 1
2019 (Stage 1 and 2) Details of Complaints on Environmental Issues;
• 1st May 2019 opened, damp and mould in kitchen, stage 1 resolved, 20th May 2019 complaint closed.
• 17th May 2019 opened, silverfish, damp and boiler issue (Maintenance), stage 1 resolved but this one was an enquiry from the Housing Ombudsman which took longer for closure due to informing all parties, 5th June 2019 complaint closed.

January 2020 to December 2020
January 2020 to December 2020 (stage 1 and 2) Amount of Complaints on structural issues: 0
2020 (Stage 1 and 2) Details of Complaints on structural issues: Not applicable.

January 2020 to December 2020 (Stage 1 and 2) Amount of Complaints on Maintenance Issues: 8
2020 (Stage 1 and 2) Details of Complaints on Maintenance Issues;
• 8th January 2020, complaint about heating contractor, their lack of service, late appointment and incorrect information, stage 1 resolved, 16th January 2020 complaint closed.
• 20th January 2020, heating issues, stage 1 resolved, 28th January 2020 complaint closed.
• 21st January 2020, complaint about contractors quality of work to shower, stage 1 resolved, 5th February 2020 complaint closed.
• 7th February 2020, complaint about heating contractor, stage 1 resolved, 18th February 2020 complaint closed.
• 26th February 2020, complaint about heating contractor after boiler still requiring repair, stage 1 resolved, 18th March 2020 complaint closed.
• 20th July 2020, complaint about the length of time to resolve repairs/maintenance issues, stage 1 resolved, 7th August 2020.
• 21st September 2020, complaint about heating contractor and lack of communication on repairs, stage 1 resolved, 30th September 2020.
• 28th October 2020, complaint about heating contractor and missed appointments, stage 1 resolved, 3rd November 2020.

January 2020 to December 2020 (Stage 1 and 2) Amount of Complaints on Environmental Issues: 3
2020 (Stage 1 and 2) Details of Complaints on Environmental Issues;
• 6th January 2020, boiler fault (maintenance) and damp issues in the property, stage 1 resolved, 5th February 2020 complaint closed.
• 17th March 2020, complaint about mould in the property and contractor, stage 1 resolved, 21st May 2020 complaint closed.
• 30th December 2020, complaint about mould issues and lack of windows replacement due to Covid-19 delay, stage 1 resolved, 14th January 2020.

January 2021 to March 2021
January 2021 to March 2021 (stage 1 and 2) Amount of Complaints on structural issues: 1
2021 (Stage 1 and 2) Details of Complaints on structural issues;
• 19th Feb 2021 Opened, Lack of communication regarding roof repair, stage 1 resolved, 3rd March 2021 (8 working days) closed, resolved by letter response to tenant apology from contractor and how the staff will use this as an example for training, contractor sent out and repaired prior to letter response.

January 2021 to March 2021 (Stage 1 and 2) Amount of Complaints on Maintenance Issues: 5
2021 (Stage 1 and 2) Details of Complaints on Maintenance Issues;
• 12th February 2021 opened, accused of DIY electrics and therefore breach of tenancy issued, stage 1 resolved, 26th February 2021 (10 working days) closed. Tenants breach of tenancy was removed after investigation.
• 24th February 2021 opened, Multiple repairs issues including patio, shower and toilet, response provided to stage 1 on 10th March 2021 (10 working days). Pending stage 2 escalation process request by customer relations – tenant dissatisfied with patio response.
• 18th February 2021 opened, Heating issues and complaint made about contractor conduct, stage 1 Resolved, 24th February 2021 (4 working days) closed. Goodwill payment provided to tenant and apology/reassurance that contractors have been warned and are being monitored.
• 12th February 2021 opened, Heating issues and lack of communication to visits, stage 1 Resolved, 25th February 2021 (9 working days) closed. Goodwill payment provided to tenant and apology/reassurance that contractors have been warned and are being monitored.
• 17th February 2021 opened, Heating issues and ongoing boiler issues due to contractor, stage 1 Resolved, 25th February 2021 (6 working days) closed. Goodwill payment provided to tenant and apology/reassurance that contractors have been warned and are being monitored.

January 2021 to March 2021 (Stage 2) Amount of Complaints on Environmental Issues: 5
2021 (Stage 2) Details of Complaints on Environmental Issues;
• 21st January 2021 opened, Damp in home and previous surveyors report on the mould requested, stage 1 resolved, 11th February 2021 (15 working days) closed, resolved by sending another surveyor to property who was in contact with tenant throughout, recommendations of the report were completed and surveyor to continue checking on the damp each month to see if recommendations had made improvements.
• 11th February 2021 opened, Multiple complaint issues including concerns of rats at property, stage 1 response provided to stage 1 on 3rd March 2021 (14 working days). Pending stage 2 escalation process request by customer relations currently working across teams with Adult Social Care, Localities and Housing Needs to aid the tenant.
• 15th February 2021 opened, mould issues and damp in property, stage 1 Resolved, 26th February 2021 (9 working days) closed, resolved by response letter provided and surveyor and contractor visits to the property with their findings shared.
• 23rd February 2021 opened, Rubbish in neighbourhood suspecting its causing rats at property, stage 1 Resolved, 8th March 2021 (9 working days) closed. Surveyor attended, response given and monitoring put in place.
• 23rd February 2021 opened, Damp and Mould in property, windows and doors replacement delayed due to Covid-19, stage 1 Resolved, 29th March 2021 closed. Tenant alerted to the continued delay in window/door replacement programme due to Covid-19. Surveyor visit findings shared, any outstanding recommendations were implemented, due to continued dissatisfaction, a separate contractor conducted another mould/damp study which supported the surveyors findings. Housing Needs are now involved (business as usual) because of the transfer application.