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
Are you a Selwood Housing customer keen to help us improve our services?
Would you be happy to share your ideas at a focus group or other involvement project?
Add your contact details and interests to this short form on our website and we'll be in touch: ecs.page.link/aTnHB
0 CommentsComment on Facebook
The MySelwoodHousing portal for customers will be 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
0 CommentsComment on Facebook
#NationalPetMonth celebrates and raises awareness of responsible pet ownership and we’re here for it!
We recognise the benefits that responsible pet and animal ownership can bring, such as enhancing the owner's mental and physical health and encouraging exercise.
Pets will normally be allowed in all our properties with prior consent, except for flats with the following:
communal entrances.
shared areas or communal facilities (such as a lounge or laundry).
Customers are expected to act responsibly in relation to their pets and animals, and this includes adhering to their legal and welfare obligations
0 CommentsComment on Facebook
