We recently launched a new Complaints and Communications Group made up of colleagues from across the organisation as well as customers to look at our handling of complaints we receive and how we can use learnings from them to improve the services we provide.
In July 2020, the Housing Ombudsman published a new 'Complaints Handling Code' providing a framework for high-quality complaint handling. Changes went live from January 2021.
The Government's recent social housing white paper focusses heavily on improving complaints procedures.
We are working hard to ensure all complaints are dealt with quickly and fairly, using learning outcomes and opportunities to change services from them.
Since 2019, the number of complaints we have received has decreased by 54%.
If you are interested in learning more and joining, please get in touch with our Customer Engagement Team by emailing firstname.lastname@example.org.