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
The whole team at Selwood Housing wishes our Team GB athletes the best of luck at this year's Summer Olympics.Paris 2024 2024 Olympic opening ceremony kicks off today at 20.24! Will you be watchin#SupportIsWhatMakesUsk#MakeAmazingHappenappen
1 CommentComment on Facebook
This is wonderful. Dreams come true after so much determination is shown. I also wish them a great experience and life changing moments. I am fully with you and congratulations on your personal achievements.
Join our focus groups and influence the services you use. Share your thoughts, improve your community, and get rewarded! No experience needed — just your passion to make a difference.
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It's important our customers share their thoughts, opinions and ideas as this leads to better decision making, improved services and increased satisfaction. Here's what Hazel told us about her experience:
“I have enjoyed being part of the process and being in a group where my opinions and prior knowledge are treated with respect. It has been helpful to understand how decisions are made and policies formed”
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