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
🏡🌱 We want to ensure that everything we do has a positive impact now and in the future!
Which is why why we publish an environmental, social and governance (ESG) report each year. The report shows how we're doing on a range of areas including building safety and quality, affordability, resident support, environmental impact, support for our communities and staff wellbeing.
👉 Find out more and read the latest report on our website: ecs.page.link/BjXdR
🏡🛠Is something in your home in need of repair? It may be that you're able to quickly carry out the repair yourself. Head to our repairs tips and advice pages to find lots of articles on repairs and improvements you can make in your home: ecs.page.link/8v1nj
🏡 It's #sharedownershipweek ! 🏡
If you want to find out more about shared ownership as way of getting onto the property ladder, visit our website: ecs.page.link/AFgah
You can also stay up to date with available properties and all the latest from our home ownership team on our Selwood Sales page!
