Tenant involvement

By completing surveys and joining focus groups, you help us identify what’s working well and where we need to do better. Below are the outcomes from engagement activities.

Resident focus group May 2024: How we handle complaints

This focus group was organised to talk about how we handle complaints and find out how we can improve. Following the meeting, we have already made some positive changes:

You said: “We live in transitional accommodation and didn’t know how to complain.”

So we: created easy-read posters and displayed them in all transitional and Independent Living sites.

You said: “We were prevented from complaining on the phone and the complaint was dismissed.”

So we: developed training guides for front-line staff on recognising and reporting a complaint.

You said: “We were forced to complain in writing or access the web form.”

So we: developed in-house training for staff on accepting complaints over the phone.

You said: “There wasn’t consistent communication during my complaint investigation.”

So we: revised complaint handler refresher training to cover the importance of regular communication.

You said: “We are unaware of who the Ombudsman is and their role.”

So we: provided clearer information about the Ombudsman on our website and when contacting our customers.

If you would like to make a difference to the services we provide, sign up to join one of our upcoming focus groups.