Feedback from Complaints
In addition to analysing complaints recieved to identfy any trends and any lessons we can learn from those complaints, we also ask tenants that recently made a complaint what we could do to improve the way in which we have dealt with their complaint.
You said
Those tenants that responded expressd;
- frustration over not being kept informed about their complaints, feeling ignored, and encountering unprofessional behaviour
- dissatisfaction with the overall quality of service they received, citing a lack of thoroughness in addressing issues and poor treatment by staff.
- feelings of distrust towards the organisation.
we did / will do
- Increase resources to support complaint resolution / responses
-
Introduce refresher training for relevant staff involved in investigating & responding to complaints on:
- customer service
- equality and diversity
- trauma-informed practice
- Introduce a SPOC (single point of contact) for complex cases
- Publish service performance data and complaint outcomes