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. 2023/2024 Complaints Data From 1st September 2023 to 28th February 2024 the National Code received 191 complaints (compared with 222 at the same time in 2022/23) and the top 5 causes of complaint were: Repairs / Condition of building 51 Seeks Release / Refund 17 Rodents / Pests 16 Contractual / Rent / Legal (non code) 14 Delays (admin / refunds / deposit) 13 147 complaints have been resolved (112 by the supplier and 35 by the Investigator), and 44 cases remain open. Complaints by Month 2023-2024 Month Number of Complaints September 34 October 35 November 39 December 24 January 27 February 32 March April May June July August Total 191 2022/2023 Complaints Data From 1st September 2022 to 31st August 2023, the National Code Complaints and Enquiries received 343 complaints (compared with 161 at the same time in 2021) and the top 5 causes of complaint were: Repairs/Condition of Building 85 Delays (Admin/Refunds/Deposit) 38 Staff Conduct (Not Professional/Discrimination) 29 Contractual/Rent/Legal 26 Lift Out of Order 25 Complaints by Month 2022-2023 Number of Complaints September 36 October 50 November 34 December 22 January 43 February 37 March 41 April 15 May 25 June 10 July 12 August 17 Total 343 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.