Learning from complaints

Over the past four months, the Group have taken a case by case approach to learning from complaints. Whilst this has led to a number of improvements and service enhancements, it is felt that we are now in a stronger position to take on a wider, more systemic approach to learning from complaints.

Early observations show key themes that would benefit from the use of complaint data and insight to drive bigger and wider change across the business and we also have an opportunity to align this with the systemic reviews of the Housing Ombudsman Service.

This month we’re working to address the following areas of improvement:

• Extra allocated time given daily to Service Centre advisors to deal with service dissatisfaction cases
• Specific training addressed with a contractor to ensure they are familiar with our reasonable adjustments policy and how to manage missed appointments
• Continuing to expand the contractor framework to engage with more specialist suppliers so as to avoid delays
• Working with Southern Maintenance Services (SMS) to review the processes, procedures and working practices of the teams as we prepare for the easing of Covid-19 restrictions. A 90 day plan has been identified to ensure we consider all aspects of this

This month we’re working to address the following areas of improvement:

• A review of how we decide whether to repair or replace boilers and how we use our data more effectively to pre-empt which boilers are more likely to need a repair soon
• Providing refresher training to staff and contractors on our customer service values
• Working with our contractors to reduce the number of missed appointments. If we can’t avoid a cancellation, we let residents know why it’s happened and provide an alternative appointment.

The Housing Ombudsman acknowledged that picking up systemic complaints will require a collective effort from a landlord and their residents. This forum will provide this opportunity with support and collaboration from the senior leaders across the Group and members of the Scrutiny Steering Group.

The minutes of the most recent meeting, and all previous meetings, can be accessed below.

Meeting 26.4.2021

The Housing Ombudsman requires us to learn from individual complaints and the wider systemic themes that emerge and they’re a great opportunity for us to listen, learn and improve from what our customers tell us. Therefore, we are dedicating time and resources to understand what we are doing right, but also to understand where and how we can improve. Each month, you can access a visual report of the key information to show us learning from complaints. We will also share more information in our resident newsletters and annual review.   

May - Learning from complaints dashboard

June - Learning from complaints dashboard

July - Learning from complaints dashboard

Please click the links below to read our month by month self assessments. 

May 2021

June 2021

July 2021