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Customer-complaints_forum

Our customer complaints forum

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.

How does the group work?

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.

What we do with the feedback

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.

Can't find what you're looking for?

If you can't find what you're looking for please contact us at info@selwoodhousing.com

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9 hours ago
Selwood Housing

Local household recycling centres in Wiltshire have a great community paint reuse scheme which allows residents and community groups to collect free water-based paint which would have normally gone to waste.

If you have any leftover tins of water-based paint (ideally over half full) that are still in a usable condition and you’re unsure of how to get rid of it, take them along to your local HRC to promote reuse and prevent waste.
#GlobalRecyclingDay #RecyclingHeroes
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Local household recycling centres in Wiltshire have a great community paint reuse scheme which allows residents and community groups to collect free water-based paint which would have normally gone to waste. 

If you have any leftover tins of water-based paint (ideally over half full) that are still in a usable condition and you’re unsure of how to get rid of it, take them along to your local HRC to promote reuse and prevent waste. 
#GlobalRecyclingDay #RecyclingHeroes
3 days ago
Selwood Housing

Thank you to everyone who interacted with our video earlier in the week about our site on Polebarn Road in Trowbridge. In this extended version, Paul provides further details on the project itself and the properties built. He also explains the benefits of shared ownership.

Keep up to date with the latest properties we have for sale by following the Selwood Sales team on Facebook.
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5 days ago
Selwood Housing

We caught up with our Development Director, Paul Walsh, during New Homes Week recently. At our site on Polebarn Road in Trowbridge, ahead of its completion, Paul told us about the work undertaken and the properties available. ... See MoreSee Less

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