All Case Studies

New Customer Care Policy

In July 2020, the Housing Ombudsman Service (HOS) published a new Complaint Handling Code.

Summary

  • The new code set out good practice for landlords to respond to complaints effectively and fairly. We took this opportunity to review our Customer Care Policy.

Outcome

  • We implemented the following service improvements:
    • Published an updated Customer Care Policy in line with the HOS’s recommendations, featuring a new definition of a complaint.
    • Implemented a ‘Complaints Champions’ in each department, a dedicated team to deal with complex cases, and regular meetings with Heads of Services to review cases and put improvement plans in place.
    • Worked one-to-one with managers to ensure our customer care culture is embedded into teams’ practices.
    • Clearer promotion of our policy for staff through regular training and updates.
    • More active and transparent communication with residents, including a more detailed webpage.
    • Call residents when we receive a complaint to understand their issue.
    • Reassessed our approach to compensation to ensure consistency.
    • Collated views from residents and key stakeholders to implement a 360 degree feedback system.

As a result of the above changes, we are resolving issues more locally by communicating with residents more effectively.

Housing Ombudsman Service websiteHOS Complaint Handling Code