Effective handling of complaints

How we're taking action

• Better systems and training: We know how important it is to put things right quickly if we’ve fallen short or made a mistake. We need to deal with your complaints within certain timescales, but we’ve not responded as quickly as we should. We’ve identified a problem with our internal systems which led to some delays. We’ve changed our systems so we have better sight of your complaints and can work promptly with you to resolve them. We’re also delivering ongoing IT system training to our teams.

• We’re better equipped to meet your needs: Using your feedback, we’ve worked closely with our partners to enhance the training sessions attended by our operatives, ensuring they are better equipped to meet your needs and provide you an exceptional service. 

• Increased daily allowance for temporary heating: We understand the impact of rising energy costs. That’s why we’ve reviewed our compensation policy and increased the daily allowance for temporary heating claims, providing you with additional support when you need it most. 

• Faster home-selling process: We understand that selling your home can be a time-sensitive matter. Based on your feedback, we've streamlined our processes to ensure a quicker turnaround time. We also now offer more flexibility to switch to a different buyer if any unreasonable delays occur, ensuring a smoother experience for you.