Coralie’s Blog. Part 2 – Complaints
The Group’s Complaints Coordinator, Coralie, provides insight into the first half of the year.
The Group recorded 352 complaints between April – September 2021, an increase of 98 (38.6%) against the same period last year. Most of the sector is seeing an increase in complaints generally, and this is anticipated to continue to increase. Feedback is an essential measure of our performance and an opportunity to look at how we can continue to improve the customer experience.
The main reason for complaint continues to be communication. We continue to review how we can avoid these complaints by providing regular updates to the customer to help manage their expectations, even if it is just a courtesy call to let the tenant know that we are still working on their enquiry or service request. We know that we cannot assume that the customer knows that we will be working hard in the background.
Although there is a slight improvement in responding to complaints within timescale, we need to ensure all complaints are responded to or updated within the agreed timescales for a number of reasons. We have agreed to do this as a service standard to our customers, it keeps us compliant with the Housing Ombudsman Complaint Handling Code and, most importantly, it ensures that the customer receives a timely resolution to their issues when they have felt let down by a service provided previously.
Of the complaints completed at the time of reporting, the largest proportion were upheld however almost a third of complaints recorded were not upheld, indicating that there was not a service failure. We will aim to reduce this figure by resolving dissatisfaction from our customer in the first point of contact, where possible.
Of the 18 Stage 2 reviews carried out, the largest proportion were concluded as ‘not upheld’ by the investigating manager.
Between April and September 2021, we had 2 complaints that progressed to the Housing Ombudsman. One was outside of the Ombudsman’s jurisdiction and so was not investigated by them. The other was not upheld with the Ombudsman finding that The Group had provided the appropriate redress and suggested one recommendation to provide a final update to the customer.
You can log any complaints or compliments received by sending them to the Progress Connect Team: email@example.com