Thrive Annual Report for customers 2022-2023
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Complaints<br />
78<br />
129<br />
89%<br />
80%<br />
14<br />
25<br />
3<br />
issues resolved<br />
be<strong>for</strong>e becoming a<br />
<strong>for</strong>mal complaint<br />
complaints upheld<br />
out of 334 complaints<br />
received<br />
complaints handled<br />
within timescale<br />
(including extensions)<br />
complaints resolved<br />
at stage 1 of our complaints<br />
process<br />
average working days<br />
to reply to a stage 1 complaint<br />
(including extensions)<br />
average working days<br />
to reply to a stage 2 complaint<br />
(including extensions)<br />
cases referred<br />
to the Housing Ombudsman, resulting<br />
in three service failure determinations<br />
34%<br />
satisfied<br />
with our complaint handling<br />
“I decided to withdraw my complaint. Once you<br />
contacted me you dealt with the complaint swiftly<br />
and very professionally. Thank you.”<br />
<strong>Thrive</strong> Customer<br />
20
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