Learnings from complaints to our housing team
Working within the housing service is an incredibly rewarding job, the demand on the service can sometimes mean we fail to meet expected standards. When this happens, we recognise the fault, apologise, and identify learnings to improve the service. This is to make sure we do not make the same mistake again.
Being transparent and publishing our learnings is important so we can rebuild trust.
Examples of complaints
Here are a few examples of complaints we have upheld, and what we have done to put things right.
Residents were not notified in advance of works to remove asbestos from the communal area
What we did to make sure this doesn’t happen again: The contractor has changed its process to ensure any residents effected by works involving asbestos removal receive a hand delivered letter. This will outline the works that are due to be completed and appropriate risks that may be associated (and how those risks will be lessened).
Failure of an officer to respond in a timely manner to a report of an escalation of domestic abuse
What we did to make sure this doesn’t happen again: The service area has reviewed the written protocol to ensure there is a clear instruction to officers to maintain regular contact with any customer they are working with. In addition, the service manager will deliver a training session to ensure all staff members understand and can implement the written protocol.
Customer complaint due to being advised to handle a compensation claim with a 3rd party when this should have been our responsibility
What we did to make sure this doesn’t happen again: The service has reviewed its process for handling compensation claims about defective work or damage caused to a service user’s property by contractors doing work under the framework agreement.
A customer complained due to failing to receive a response to an email enquiry which they had sent. The lack of response and failure to respond fell outside service standards.
What we did to make sure this doesn’t happen again: A team meeting will be held where guidance will be issued to all staff about responding within the customer standard timeframes.
Get involved
Find out what to do if you're not happy with the service you have received or want to know more about how your complaint will be handled.
If you would like to take part in helping improve the services we provide, why not join our team of involved tenants and have your voice heard?