Complaints Data The Complaints Process The complaints process can be used by tenants who live in an accredited property and believe the landlord is breaching the Unipol Code of Standards. Firstly, we will make sure that the complainant has raised the issues in writing with the landlord and has given them chance to respond. Next, with permission from the tenant, the Code and Complaints Investigator will write to notify the Landlord that there has been a Formal Complaint and they have 7 days to respond. If we’re concerned about the standards of the property itself, we’ll carry out an inspection. We will work with both parties to try resolve the complaint and any breaches of the Code. If this is not possible, then the complaint may be referred to a Code Tribunal. 2022/2023 Complaints Data From 1st September 2022 to 31st March 2023 the National Code received 280 complaints (compared with 113 at the same time in 2021/22) and the top 5 causes of complaint were: Repairs / Condition of building 72 Late Building 37 Lift out of order 22 Delays ( admin / refunds / deposit) 21 Contractual / Rent / Legal (Non-Code) 19 243 complaints have been resolved (163 by the supplier and 80 by the Investigator), and 37 cases remain open. Complaints by Month 2022-2023 Month Number of Complaints September 36 October 50 November 34 December 22 January 43 February 37 March 41 April 17 May June July August Total 280 2021/2022 Complaints Data From 1st September 2021 to 31st August 2022 the National Code Complaints and Enquiries received 161 complaints (compared with 320 at the same time in 2021) and the top 5 causes of complaint were: Seeks release/refund 40 Repairs 22 Contract/rent 18 Condition upon arrival 14 Unprofessional behaviour 6 Complaints by Month 2021-2022 Number of Complaints September 15 October 17 November 15 December 12 January 11 February 18 March 14 April 11 May 10 June 6 July 18 August 14 Total 161 Complaints about Coronavirus On top of the normal code complaints, in 2020 the Code received approximately 120 additional contacts relating to coronavirus across all the Codes. The vast majority of these were from National Code tenants and concerned rent refunds. The Codes don’t include any specific requirements pertaining to the contractual relationships between members and tenants, as these are governed by contract law. Nor do the Codes cover the handling of the pandemic. However, the guidance was issued to enable Unipol to investigate complaints relating to Coronavirus if a Provider seemed to be acting unfairly or if an individual had exceptional circumstances that hadn’t been taken into account when providers were managing schemes for refunding rents or releasing tenants.