Green Vale Homes | Together Housing Group
Complaints & Compliments Complaints are an invaluable way of finding out what is really important to people and also helps to show where we need to make improvements. The key to good complaint management is to make sure we are able to record, respond and above all learn effectively from this valuable feedback mechanism. Throughout 2015, a review of the complaints process involving both staff and customers has been progressing. The key rationale behind the review was to ensure that the Group not only meets the requirements of the regulator, but importantly meets the needs and expectations of its tenants and residents. The number of complaints has reduced last year from 1,845 down to 1,520 and those relating to repairs have also been decreasing.
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Compliments The Group received 567 compliments compared to 503 during the previous year. As with complaints we learn from our compliments too, which helps us to identify and then reinforce the attributes that people like about our services. Many of the compliments identify people by name, showing that customer service is appreciated at a personal level. Comments included that staff and workmen were prompt, tidy, polite, friendly, respectful, courteous and helpful, demonstrating that these basic values are greatly appreciated.