Our complaints performance

Our complaints performance (April 2019 – March 2020)

We've completed a self-assessment against the Housing Ombudsman’s new Complaint Handling Code. Our assessment shows where we comply with the code, what we're doing to improve our services and how we handle complaints. We've also updated our complaints policy in line with the new code. You can download our Complaints Self-Assessment for 2020 for more information. 

How we've improved

• This year, we’ve taken a more proactive approach by registering issues as complaints if you are unhappy with our service. This means the number of complaints received has increased, but that we’re faster at identifying cases where you’re dissatisfied and working to resolve any problems at an early stage. As a result, we’ve seen a 10% decrease in Stage One complaints since last year.
• We continue to make sure we capture lessons learned and make improvements to our services. It’s helped us to pinpoint areas for further staff training, greater customer communication and stronger procedures. 
• We introduced monthly complaints audits where we review a randomly selected sample of closed complaints from the previous month. We also send satisfaction surveys to customers with a closed complaint from the previous month, allowing them to give feedback on their complaints experience. Both actions show us where we need to improve our services and complaints handling practices so we can take steps to do better.