We’re updating this page monthly so that you can see the lessons we’ve learned from the previous month’s complaints as well as the steps taken to stop issues being repeated in the future.
These are captured in the “what have we learned so far?” section below. From April, senior colleagues meet with some of our residents every three months to outline the actions we’re going to take to address the issues identified. You can find out the outcomes of these meetings in the “Quarterly Steering Group meeting” section below.
Each month we also produce a Learning from Complaints Review visual in the “Dashboard” section below. This captures details about the numbers and compliance details for the complaint cases we handle, where we’ve identified service failures and how we are looking to learn from identified root causes to improve our services.
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
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.
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.