The issue: A resident contacted CCHA to make a complaint about their grounds maintenance service, as they felt the service could be improved.
How we resolved it: CCHA were carrying out regular visits to the site, but there was an area of the scheme fenced off that was only cut back a couple of times a year. The complaint manager worked with the Grounds Maintenance Team to adjust the timings of these maintenance visits, to make sure they were at more effective times of year. The resident was pleased to see that their concerns had been taken on board, and that the grounds of the scheme are now better maintained.
The issue: A resident made a complaint about the design of their home because their rear garden could only be accessed by walking through their house.
How we resolved it: The resident kept their garden waste bin at the front of their house and was struggling to carry lawn clippings and other garden waste through the house without making a mess. The complaint manager found that the design of the garden couldn’t reasonably be altered, so found an alternative solution. In agreement with the resident, we provided a composter for them to use to recycle their garden waste instead of having to carry it through the house. This resolved the issue of any mess in the home and has helped recycle the waste for the good of the environment. The learning for CCHA is that innovative solutions like this should be considered in future for complaint resolution.
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