You said...
You want issues sorted smoothly and to see change when something goes wrong
You told us that when something goes wrong, you don’t want to have to repeat information or contact us many times before it’s resolved.
Getting it right first time
So, we focused on getting issues to the right team first time, resolving problems more quickly and reducing repeat contact.
We also improved the information available to our teams – such as around service charges and handling complaints - helping us to provide more accurate, helpful advice and act more quickly when you get in touch.
Some problems need more than one team to help, but you told us that repeating information can be frustrating.
So, we improved how teams share information and work together to resolve issues, giving you a better experience from start to finish.
You've told us that when you take the time to complain, you want to know that your feedback is listened to and makes a difference.
What's been happening in Complaints this year?
- 29.2% of customers felt satisfied with how we handled their complaint.
- We received 3,100 initial complaints.
- 98% of complaints were responded to within our target timescale.
- The top three most common complaint themes were outstanding repairs, quality of repairs and grounds maintenance.
We understand that making a complaint often follows a poor experience, which can affect how satisfied you feel with the service you receive. We also recognise that, in some cases, you might not agree with the outcome of your complaint.
To find out more about the improvements we've made in response to feedback and complaints, visit our repairs and grounds maintenance pages.
Complaints help us understand where things haven't gone as expected and spot opportunities to improve our services. Throughout the year, we reviewed customer feedback and complaints to better understand the issues that matter most to you.
This learning has helped us:
- Review and improve processes,
- Have better communication with you,
- Spot common problems sooner,
- and make changes to services as needed.
We’re committed not only to resolving individual complaints, but also to using what we learn to improve services for everyone.
Over the coming year, we’ll continue to focus on getting things right the first time, stronger teamwork and learning from customer feedback. By continuing to improve and listen, we aim to make interactions smoother, quicker and easier for you.
Nat* complained that they weren't happy with how we handled their reports of anti-social behaviour (ASB). They felt we hadn't fully considered the impact the situation was having on their well-being.
We listened, and looking into the complaint helped us to identify a way we could improve. From there, we introduced a process to make sure we carry out ASB risk assessments early and review them regularly, especially when concerns are raised through a complaint.
This change helps us better understand when someone may need extra support and makes sure we take a more consistent, customer-focused approach when dealing with ASB cases.
