We are continuously getting feedback from our customers and fixing things that are identified. This report explores service requests and what we can do to improve your experiences with us. Below are some things we have identified and our actions to improve.
What you said:
- I feel that my issue will only be resolved if I make a complaint.
- I am not confident that you will do what you have said you will.
- I was told to make a complaint to get my issue resolved.
- I want to know what’s happening and be kept informed.
- I want to complain about my neighbour
What we found:
- We have not always reassured you that we will be able to resolve your issue quickly.
- We could be clearer with you about how we are dealing with the issue you have reported.
- If you have not been kept up to date on the actions we have promised previously, you are more likely to escalate your service request to a complaint.
- Since the beginning of December, around 50% of your feedback forms have been requests for service.
- On some occasions, you have withdrawn your complaint when we have been able to resolve your concerns quickly.
- We could sometimes be clearer about letting you know which types of complaints are excluded from our complaints policy, such as making a report about a neighbour and what you are able to do.
What have we done?
- Defined a Service Request within our complaints policy as being ‘a request from a customer that requires action to be taken to put something right’. We have explained that this will usually be the first time we have been contacted about an issue, and we have not previously had the opportunity to investigate and agree what action we will take to resolve it.
- Introduced an internal process to identify and track the service requests that you make within feedback forms, alongside complaints.
- Introduced a ‘request for service’ option from a drop down menu on our housing system to record your service requests when you contact us.
- Placed an emphasis within our Service Standards on resolving issues quickly and during one interaction where possible.
- Reminded colleagues to ask if you would like to make a complaint if you let us know that you are unhappy about our response to your request.
We will:
If you make a request for a service we will:
- Aim to resolve your issue quickly and let you know how your service request will be managed.
- Ask whether you would like to make a complaint if you let us know that you are unhappy about our response to your service request.
- Record and track and review the progress of your service requests and continue to work to resolve your issue.
- Use your feedback to learn and improve the way we deliver services.
If you escalate your service request to a complaint, we will:
- Continue to work to resolve your concerns.
- Agree communication arrangements with you for the duration of your complaint.
- Manage your concerns with our complaints service.
- Identify who is going to be responsible for managing any actions promised and provide you with their details before we close your complaint.