Customer complaints
We know that we don’t always get things right and this can sometimes be frustrating.
If you feel dissatisfied with a service we have provided, please make sure to give our Customer Hub a call as soon as you can, and 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.
Our Customer Feedback Team work hard to address concerns that customers have, and your feedback continues to play 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 Service (HOS) time scales and we are currently achieving a performance of 87% for responding to stage 1 complaints within the codes target.
Between August – October 2024 we received 462 complaints. The main areas of complaint include:
Of these complaints, a service failing was identified in 49.6% and 36.6% were found to have no service failings identified.
Service improvement
In the last edition of My Great Place, we told you about our ongoing Complaints Service Review, which is one of our Corporate Plan priorities.
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 has made good progress, and we are now in the process of developing an improvement plan which aims to make the process more efficient for both customers and colleagues. As well as this, we have already made a number of improvements to our internal systems to ensure we are dealing with customer complaints in the best way possible, and in line with the HOS timescales.
Some of the service improvements related directly to repairs will be picked up as part of the Repairs Review, focusing on what customers are sharing with us through consultation and feedback from complaints.
We will continue to update customers as this work progresses.
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.