How are we performing? July – September 2022 Stage 1:
Stage 2:
complaints handled in 3.9 days on average
complaints handled in 8.3 days on average
288 16
95%
of all complaints have been handled in timescale, with a satisfaction score of 90%.
Learning from our complaints We want to ensure we are responding to complaints effectively and fairly to create a positive complaint handling culture. To do this we will learn from customer feedback – here’s an example of this learning from the last few months:
Feedback You told us that you would benefit from more information about your repair appointment. You said that missed appointments could be avoided if you had a better understanding of when the operative would attend.
Action We looked into our current processes and data behind missed and cancelled appointments. We also looked at best practice across the housing sector to see how we could improve this for you.
Result We have introduced new technology to provide information about your appointment and an expected time of arrival. On the day of your appointment, you will automatically receive a text message with a link to a map. You can click on this link to get further information about when your operative will arrive.
You said, we listened You said….
So…
You would benefit from clearer options when calling our Touchpoint team.
We are improving the messages you hear on our phoneline, to make it easier for you to get through to the right team.
*From April 2021, all claims are now processed as complaints which has resulted in an increase in the number of cases received.