Complaints

As part of their investigation the Customer Feedback Team will speak with the customer to understand the details of the complaint. They will then speak to colleagues, review our records, and look to understand the reason for the service failure.

Between April and December 2023, we found that in 52% of complaint cases Great Places got something wrong and we didn’t meet customers’ expectations or meet our agreed levels of service. In 44% of complaint cases, we concluded Great Places hadn’t failed to deliver a service or meet expected service levels. A small number of cases (1% ) were on hold and we had 3% of complaint cases where the customer decided to withdraw their complaint. This is often when we have been able to resolve the situation quickly for the customer. We aim to learn from all our customer complaints.

You Said, We Listened

We have recently reviewed our systems and our repair planning teams to reduce the number of missed appointments.

We are also working to improve our customers’ experience when we have to move a repair appointment. We now look to ensure customers are informed in advance of any changes to pre-planned appointments, as we know from your complaints that this is a real cause of frustration.

We have recently introduced follow up calls to customers who have had work undertaken for damp and mould repairs. This is to check that the repairs have been successful and so we can promptly deal with anything else that is needed following that call.

We continue to update our advice and communication around damp and mould based on customer feedback.

We are currently reviewing the number of no access repair appointments. From listening to your feedback we are looking at our text messages and how we update customers following missed appointments. This includes when a customer isn’t available to provide access to undertake the agreed appointment.