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Complaints Down for Third Consecutive Year in Waltham Forest

Complaints about repairs and maintenance have fallen for the third year running in the London Borough of Waltham Forest.

End of year figures show that the Council’s service provider, Osborne Property Services, has overseen a massive 30% reduction in overall complaints, bucking the general trend of rising complaints in the sector.  Stage one complaints have fallen by 24.5% (15/16 – 16/17) and stage two complaints by 52.5% (from 82 to 39 for the same periods).

Osborne Property Services, who manage 60,000 homes across London and the South East – 12,500 for the London Borough of Waltham Forest – put the success down to excellent working relationships, improved processes and the dedication of their people.

Working closely with the Council, Osborne has developed improved processes for tracking and reporting complaints and provides a dedicated team to oversee the contract.

Managing Director for Osborne Property Services, Carol Bailey, explained:

“We place a great deal of importance on building good relationships with our customers.  Not just at the management level, but with the people on the ground that we need to work with to get the job done.  We see ourselves as a partner – not just a contractor – and we’re as passionate about delivering a great service, as our clients are.”

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