We are committed to providing a fair and responsive complaints service that leads to real improvements for our residents.
Complaints are a key source of insight, helping us understand where we need to do better. Your feedback not only helps us resolve individual issues but also drives wider service improvements that benefit all residents.
Why are complaints taking longer?
We are handling more complex complaints than ever before. Many cases require input from multiple teams, specialist assessments, or detailed investigations to get to the root cause of the issue. While we aim to resolve complaints as quickly as possible, we are prioritising thorough and meaningful resolutions over quick fixes. This approach takes more time, but it ensures that we address issues properly and prevent them from recurring.
How are we improving our complaints service?
To make sure complaints drive real and lasting improvements, we have introduced a Complaints Business Improvement function, which will:
- Use complaints insights to improve services, identifying trends and tackling recurring issues at their root.
- Provide extra support for complex cases, ensuring they are handled fairly and thoroughly.
- Strengthen oversight and compliance, meeting service standards and driving accountability.
- Work closely with teams across the organisation, so complaints lead to real change, not just one-off fixes.
- Measure the impact of complaint resolutions, ensuring we are reducing repeated issues and improving resident satisfaction.
In addition, we have established a dedicated Housing Ombudsman team focused on managing Housing Ombudsman enquiries and escalated cases. This investment reinforces our commitment to learning from complaints, ensuring we respond effectively to Ombudsman cases and use their findings to improve our services and prevent future issues.
What this means for you
Due to the complexity of the complaints, we are currently handling, it may take us longer than usual to log and respond to new complaints. We know this is not ideal, and we appreciate your patience while we work through these detailed investigations.
If you are waiting for a response, we want to reassure you that we value every complaint and are carefully managing them to make sure each one is handled fairly and effectively. While some cases take longer due to their complexity, we are committed to keeping you informed throughout the process.
We understand that raising a complaint is not just about fixing an issue for one person, it helps us improve services for all residents. Complaints provide us with golden insight into where we need to do better, and we are committed to making sure every complaint leads to meaningful and measurable change to the services you receive.
If you have any questions or need further information, please email our Complaints Management Team.
Thank you for your patience and understanding as we continue to strengthen our service.
