When things go wrong
How we’re improving our complaints system
We’re committed to giving you a high-quality service, but we recognise that we don't always get things right. If you’re unhappy, we encourage you to tell us. Your feedback is important as it helps us to continue improving our services.
As part of a review of some of our key performance areas, we’ve looked at how we can improve the way we handle complaints and how we learn from them. Here are some of the improvements we’re making.
We’re giving extra training to staff who investigate, co-ordinate and respond to complaints. This will help us to meet the high standards that you and the Housing Ombudsman ask of us.
Improving the process
We’ve produced new information for staff on how to direct you to the Customer Care Team if you have a complaint. This will ensure that all tenants receive a consistent service from us.
Learning from complaints
We’ve improved how we learn from complaints by making sure that actions are put in place to stop similar problems happening again.
Tackling problem areas
We’re putting extra resources in to support areas where there are higher levels of complaints, as a temporary measure.
Listening to you
We’re investigating some recent complaints to look closely at what went wrong and how we can improve. This will include getting detailed feedback from the tenants involved.