Your Tenancy

Unity is committed to improving how we manage complaints, one of the ways we are trying to achieve this is to review the complaints we have received, identify any common themes and work out how we can reduce service failures.

In 2023-24 Our most common service area to receive complaints was for repairs and maintenance. We have spoken to our contractor to identify where they had issues with completing jobs first time and meeting their appointments with Unity customers.

Our contractor informed us that too many of our repairs ordered were being categorised as Urgent jobs to be completed in 3 days, this meant the contractor was unable to prepare for these works and this was leading to rushed or missed appointments which was a contributing factor to repair complaints.

In a effort to address this issue we have worked with the Unity Scrutiny group to pilot a new way of classifying works orders, which should allow our contractor to plan works better and reduce complaints. For the recent review information presented to the scrutiny group please see presentation available to download on the right side of this page.