Between 1 October and 31 December 2022, Opendoor Homes received 12 Stage 1 complaints. Of these, three were escalated to Stage 2 of our process. We answered 92% of Stage 1 complaints within our target of 10 working days and 67% of Stage 2 complaints (one was answered late) within our target of 20 working days. Here’s how we learned from these complaints:
You Said: Follow-on works are not raised as quickly as you would like.
We did: We put in place a new follow-on process that is now managed by supervisors. Staff are now performance managed on this and we will monitor this. We expect that we will see a reduction in complaints about the timeliness of follow-on works being raised when a new trade is required.