Customer complaints are important and provide direct feedback to help improve the services we deliver. However, how we handle complaints can make a huge difference to the outcome and how satisfied our customers are.
As part of our commitment to the Housing Ombudsman complaint code and improving our complaint handling, we set up a new customer complaints forum in 2023.
The purpose of the forum is to review closed complaint cases quarterly, ensuring that we follow the expectations of the Housing Ombudsman complaint code and they are dealt with sympathetically and with fair resolutions.
The forum is provided with ten anonymised complaint cases that have gone through our complaints process and are now closed.
The group will agree on five cases and receive fuller details, including all the notes, correspondence, outcomes, and learnings. They are then required to individually score and assess our handling of those complaints.
After the forum has scored and provided feedback on the cases, a log of agreed actions is created and is reviewed at the next quarterly forum. Once the group are satisfied the action has been completed, they will approve its sign off. This keeps us accountable and ensures we continue to learn from feedback, making adjustments where needed.
If you can't find what you're looking for please contact us at info@selwoodhousing.com
Air source heat pumps are an eco-friendly and cost-effective alternative to traditional heating systems, such as gas boilers. They use the natural warmth in the air to heat and cool your home, helping you reduce your carbon footprint and keep your energy bills down. However, they work differently to traditional heating systems.
We've explained why these systems can take time to heat up your home and provide tips to help you stay comfy all year round: Air source heat pumps: ecs.page.link/PA1Qn
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Wiltshire Wildlife Trust are hosting a Bat Walk this Saturday, 27th April, meeting at Studley Green Community Association, Lambrok Road, Trowbridge.
Attendees will have the opportunity to use bat detecting equipment while finding out more about these amazing mammals in our area!
The session starts at 7:30pm and will finish at 9:15pm.
Register your interest or find out more by contacting: sued@wiltshirewildlife.org
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The MySelwoodHousing portal for customers is unavailable from 1 pm on Tuesday 23 April to 9am on Monday 29 April due to routine maintenance.
For any queries about your portal account during this time, please call our customer support team on 01225 715 715 (Mon - Thu 8:30am - 5:30pm, Fri 8:30am - 5pm).
For alternative ways to pay your rent, visit our pay your rent page: ecs.page.link/vHrz8
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