Update on customer complaints and compliments July to September 2021

During July to September Great Places received

This is an area for improvement. Our targets are: 10 working days for stage 1 20 working days for stage 2

Our current average response to complaints is 10.3 days.

We analyse our customer complaints to understand what we are getting wrong and how we can improve. Some of the things we’ve learnt and responded to include:

Damp and mould

We’ve launched a campaign to support customers to put measures in place to prevent damp and mould. Colleagues have received specialist training to ensure we can get this right first time and make sure we are offering the right advice to customers.

Communication

Following a recent complaint, we’ve put a tailored communication plan in place for all customers that ensures relevant and appropriate updates that meet the needs of our customers. Sometimes small changes in the way we communicate can have a considerable benefit for customers and our relationship.

Getting it wrong and putting it right

A customer reported a leak from the ceiling in her son’s bedroom to our Customer Hub.

The repair was logged as a floating appointment and unfortunately not attended to immediately. The customer chased the repair as there was some damage to the bedroom. The case was escalated to a Planning Manager and the repairs were carried out the same day.

Outcome and improvements:

  • The customer was very pleased with the outcome of the complaint
  • The customer was a key worker and had been unhappy that they'd had to take time off work, but we worked around their schedule to ensure repairs were carried out to their convenience
  • The process via the system has now been changed to improve the quality of the service for customers going forward

Customer Compliments

We know that sometimes we get things wrong, but customers also tell us when we get things right and when our colleagues have helped them or offered a great customer experience. Between July and September we received 53 compliments.

To make a complaint or give us feedback please contact us at customerfeedback@greatplaces.org.uk or visit our website at https://www.greatplaces.org.uk/get-involved/how-can-i-give-my-feedback

Here is a flavour of what you’ve told us about our colleagues:

Pay your rent with direct debit

Thousands of our customers like you have set up a direct debit to help manage their rent payments.

You can make payments automatically so you never forget. Once set up it runs itself. We’ll give you advance notice of any changes to your payments.

It’s safer and more secure than paying by card, cheque or cash and you are protected by the direct debit guarantee in the event any errors happen.

Setting up a direct debit is the easiest way to make sure you can pay your rent on time. You can set one up by using our online Live Chat via Chatabot. You will need to have your bank account details ready.

Visit www.greatplaces.org.uk and speak to us via Chatabot to get set up.

0300 123 1966 www.greatplaces.org.uk