Our complaints performance

Our complaints performance (March 2022)

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

We’re always open to hearing ways we can improve. Following feedback from customers through the complaints procedure, we’ve identified the lessons learned and the actions that need to be taken to drive service improvements and prevent repeat service failures. Some examples include:

• There is inconsistent and unreliable messaging regarding the storage of items in the loft space if one is available in a property. We recommended for it to be consistently added to tenancy agreements and sign-up packs rather than relying on verbal guidance or inclusion in leases.
  
  
• We recognised that components may deteriorate during occupation, such as carpets, and will introduce a process for the replacement of these.
  
  
• A customer felt dissatisfied with the service received during the resale process and associated delays. We identified a need to enforce tighter timeframes on qualifying buyers mortgage arrangements, as well as offering sellers the option to change buyers if delays are unreasonable. Redistribution of workload amongst team members and delegation of processes to provide relief for Resale Officers.
  
  
• We will do a review of general insurance provided to customers as part of the sales/resales information. We also identified a need to update customer handbooks and information on the website regarding roles and responsibilities for insurance claims relating to shared ownership/leasehold properties.
  
  
• We introduced a process to ensure that new builds with Communal Heating Plants have customer details handed over to suppliers from the day of occupation to prevent high unexpected bills at a later date.