Customer services and tenant involvement

Satisfaction with complaints process

Satisfaction with complaints process has been below target since April; an analysis of residents’ feedback has shown that it is difficult for respondents to make a distinction between the cause of their complaint and the way we responded to their complaint.

We are planning to change the timing of the complaint survey so residents can tell us what they think of the complaints process after their issues are fully resolved (and not just after they received the response to their complaint).

We have also introduced proactive call outs (300 per week) to detect issues and take action as early as possible to prevent actual complaints.