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. 2021/2022 Complaints Data From 1st September 2021 to 31st March 2022 the National Code Complaints and Enquiries received 102 complaints (compared with 236 at the same time in 2020/21) and the top 5 causes of complaint were: Repairs / Condition of building 21 Delays ( admin / refunds / deposit) 13 Contractual / Rent / Legal (non code) 12 Inter-tenant Friction / ASB / Noise 10 Staff Conduct 7 86 complaints have been resolved (65 by the supplier and 21 by the Investigator), and 16 cases remain open. Complaints by Month 2021-2022 Month Number of Complaints September 15 October 17 November 15 December 12 January 11 February 18 March 14 Total 102 2020/2021 Complaints Data From 1st September 2020 to 31st August 2021 the National Code Complaints and Enquiries received 320 complaints (compared with 276 at the same time in 2020) and the top 5 causes of complaint were: Seeks release/refund 175 Repairs 26 Contract/rent 15 Condition upon arrival 14 Unprofessional behaviour 14 Complaints by Month 2020-2021 Number of Complaints September 16 October 27 November 22 December 18 January 28 February 79 March 46 April 23 May 20 June 19 July 8 August 14 Total 320 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.