How are we performing? April - June 2022 Stage 1:
215
complaints handled in 4.2 days on average
Stage 2:
16
92%
of all complaints have been handled in timescale with a satisfaction score of 90%.
complaints handled in 5.39 days on average
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 A customer was concerned that they had been provided with a low-level priority banding for re-housing. The customer was anxious that this would lead to potential homelessness.
Action We called the customer to understand more about their personal circumstances. During this call, the customer realised they had not included information on the application, which placed them in a higher priority band. We supported the customer to find potential properties that met their needs.
Result The customer was made an offer for a property in their area of choice. The customer said that they were so grateful we had taken the time to have a chat and understand their personal circumstances. We are using this feedback daily and our colleagues understand the importance of listening to our customers to help them find their home of choice.
You said, we listened You said….
So…
You said….
So…
You would like more communication from us when we are dealing with a formal complaint for you.
We will attempt to contact our customers by phone in the first instance or their preferred method of contact. Then clarify with our customers how often they would like dialogue during that conversation.
You waited for updates once your complaint had closed from the department dealing with your issue.
Our Co-Ordinators will work to ‘close the loop’ on your complaint ensuring any follow up work is completed.
*From April 2021, all claims are now processed as complaints which has resulted in an increase in the number of cases received.