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Performance: New Customer Care Policy

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