You're making a difference to Complaint Handling

Our Group INfluencers join us for our Quarterly Complaints Scrutiny Group meetings where we focused on complaints. Our INfluencers review real-life complaint case studies, analysis our performance and agree key areas for improvement.

You Said

Key issues raised by our INFluencers:

Lack of communication to the complainant when there was no update to give. Our INfluencers agreed they would rather hear from us to say there is 'no update yet, but we haven't forgotten about you', over hearing nothing at all.

Lack of detail in some of the communication to the complainant in one of the case studies. Our INfluencers explained that feeling ‘in the know’ makes tenants feel happier, less anxious, and less frustrated.

We did

In response to this feedback:

Our Tenant Voice Managers spoke with the complaint handling team about the importance of regular and detailed communication, this was done through training and team meetings. Our complaint handling team was reminded:

• how important it is to agree on a contact plan with the tenant during the first telephone call after a complaint has been raised. This agreement includes the frequency and method of contact
• where possible, they must speak to the tenant ahead of sending the complaint resolution letter. This is to make sure the detail within the letter has been fully explained and understood, and the tenant has the opportunity to ask questions.

Our Tenant Voice Managers have committed to completing regular quality checks on both telephone and written correspondence with our tenants to make sure the level of service we strive to achieve is being met and we are picking up on any training needs in the team.