Customer complaints
Our Customer Feedback Team works hard to address customer concerns, and your feedback plays an important role in helping us to understand what’s working well and where we could do better.
We aim to deal with customers’ complaints in line with the Housing Ombudsman timescales and we are currently achieving a performance of 92% for responding to stage 1 complaints within the code’s target.
The Housing Ombudsman Service (HOS) code requires us to:
- Acknowledge any complaint within 5 working days
- Stage 1 complaints: respond within 10 working days
- Stage 2 complaints: respond within 20 working days
How many complaints Between April and June 2024 our Customer Feedback Team dealt with 646 complaints. The main areas of complaint include: the customer feedback team dealt with between April 2023 and March 2024?
We won’t always get things right, and we know that can sometimes be frustrating. For example, there may be occasions where our operatives can’t make an appointment, however if you give our Customer Hub a call as soon as you can, we will look to put this right for you as quickly as possible. If you aren't happy with the resolution, you can access our complaints service.
Service improvement
Over the last few months we have been reviewing our complaints service, following a request from the Customer Committee to take a more detailed look at the Tenant Satisfaction Measure score for complaints handling.
This covers the end-to-end complaints process including how we are dealing with the demand at first point of contact and how complaints are then managed by our teams through to resolution for the customer.
The review will also consider repeat complaints, to understand whether there are any trends or learning that we can put in place. The purpose of the review is to build a picture of how the process and current model is working and look at what improvements we can make. We will update customers in future magazines regarding those changes.
How to contact us
We welcome your feedback and aim to provide effective resolutions to customers when we get things wrong.
The Customer Feedback Team can be contacted at customerfeedback@greatplaces.org.uk or by submitting our online complaints form. For more information about how to make a complaint please visit our website.