We received 148 formal complaints this year (compared to 134 last year) about a number our services. We treat every complaint very seriously and, to make sure we get the right outcome, we investigate each one thoroughly. On average, it took us just under 9½ days to investigate and resolve each formal complaint.
A number of those complaints were about our estate services, which we know haven’t been great in some areas. We are listening and working hard to improve them with, for example, more flexible gardening contracts which allow for more visits in peak growing times.