Learning from complaints

Customer complaints matter to us. Through our survey programme, focus groups, customer steering and scrutiny panels we understand that this is a key area. We are dedicating time and resources to understand what we are doing right, but also to understand where and how we can improve.

On this page you will find regular updates on our findings based on complaints and how we are learning from them as well as information about how the page will develop in the coming months.

Why learn from complaints?

We aim to learn a lot from you, our customers, by listening to your complaints and taking the necessary steps forward to improve the services we offer. Complaints can tell us:

• What systems, processes or policies can work better
• Where further training is needed for our staff
• Which products or services need to be improved

How do we learn from complaints?

Our aim is to maintain a simple and effective approach to learning from complaints that turns insight into action. We do that by:

• Conducting a review of each upheld or partially upheld complaint case
• Recording the information from each review in one central system to analyse results, understand root causes and identify improvement themes and actions
• Periodically sharing the results of the reviews within our governance structure to the Board, senior managers and service owners along with our resident panels. The results include the root causes, improvement themes and actions of aggregate complaints
• Keeping you informed of the changes we’ve identified and the actions we’re taking
• Regularly reviewing and improving the way we get in touch with you and how you’re able to feed back to us about your complaint

What’s next?

From April this page will be regularly updated to publish the results of the most recent review that has been shared within our governance structure. A video commentary will also be included to explain the root causes, improvement themes and actions.