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.