Learning from complaints
We always aim to offer great customer services, but understand that sometimes things can go wrong. If you have a complaint, please tell us so that we can put it right.
If you make a complaint, we will listen to your experiences, find out more about what’s happened, and share our response with you. We also consider:
• Is there anything we could have done to better handle your complaint?
• How could we have improved our response?
• What could we have done to prevent your complaint?
Here’s some examples of how we’ve made improvements to our services.
We’ve made these changes in response to complaints we received. This page will be updated with new learning every quarter.
You shared that when you make a complaint, we didn’t always understand your issues.
We’ve provided training and guidance to our employees to make sure that they listen, respond with empathy, and fully understand your complaint.
You said we booked the same repair twice, which led to contractors arriving unexpectedly to carry out a repair that had already been fixed.
We have provided refresher training for our advisors to ensure they check the repair history before booking a new repair.
You told us that, if you are unhappy with how we have dealt with antisocial behaviour, it’s not clear what you can do about it.
We now share guidance on how you can access an independent case review through your Local Authority. They can offer an assessment on how we have dealt with antisocial behaviour.
