Annual Report 2024-25
Number of public complaints reported
The Trust invites feedback in the form of Complaints, Suggestions and Compliments.
| Complaint categories | Number of Complaints 2023-2024 | Number of Suggestions | Number of Compliments |
|---|---|---|---|
| Affordable Housing | 4 | 2 | |
| Animal Management | 22 | 1 | |
| Antisocial Behaviour | 148 | ||
| Car parking | 15 | 3 | |
| Community Housing | 28 | ||
| Customer Service Issue | 72 | 2 | |
| Debt Issue | 17 | ||
| Disability Access | 2 | ||
| Emergency Accommodation | 7 | ||
| Eviction | 4 | ||
| Housing application | 67 | 2 | |
| Invitations/ Meetings | 1 | ||
| Legal and Insurance Matters | 8 | ||
| Maintenance (General) | 111 | 5 | 2 |
| Maintenance Call Centre | 37 | 2 | |
| Maintenance Charges | 31 | ||
| Maintenance - Community Housing | 14 | ||
| Maintenance Contractors | 212 | 2 | 33 |
| Maintenance - Fencing | 102 | 1 | 2 |
| Maintenance - Horticulture | 83 | 3 | 1 |
| Maintenance - Hot Water Services | 77 | ||
| Maintenance - Policy | 13 | ||
| Maintenance - Property Condition | 92 | ||
| Maintenance - Service / Wait Times | 636 | 1 | |
| Maintenance - Water | 89 | 1 | |
| Neighbour Disputes | 17 | ||
| Policy and Procedural Matters | 60 | 2 | |
| Private Rental | 5 | ||
| Project & Development Matters | 17 | 1 | |
| Property Condition | 93 | 3 | |
| Property Modifications | 93 | 1 | 3 |
| Purchase of Property | 5 | 4 | |
| Relocations | 5 | 1 | |
| Rent Issue | 36 | ||
| Rubbish | 89 | ||
| Solar Power | 9 | ||
| Staff Complaint (from customer) | 69 | ||
| Staff Compliment (from customer) | 2 | 75 | |
| Strategy | 3 | ||
| Support Services / Service Development | 1 | 1 | |
| Tenders / Procurement | 1 | ||
| Transfer Request (from tenant) | 80 | 1 | 1 |
| Water Billing | 21 | ||
| Total | 2,495 | 41 | 118 |
| Total Feedback 2,654 | |||
Additional Metrics
| Additional metrics | Total |
|---|---|
| Number of positive feedback comments | 159 |
| Number of negative feedback comments | 2,495 |
| Total number of feedback comments | 2,654 |
| % complaints resolved within policy time-frames | 41% |
Data for previous years is available at: www.data.sa.gov.au/data/south australian housing trust annual report-public complaints