How we learn from complaints The issue A resident called our out of hours (OOH) service to report a repair needed to their front door. The OOH service sent out the wrong contractor for the job. How we resolved it Our investigation found that the OOH service had checked the wrong contractor rota. An emergency job was raised for a temporary repair, and a permanent repair was later made. Following this, we reviewed our OOH service and now work with a different provider. We apologised to the resident for the unacceptable delay in responding to an emergency repair request. The issue A resident reported that they were unhappy with the recent works carried out to their fire door. We asked our contractors to revisit the site to resolve the issues, but the resident remained dissatisfied with the standard of the works and asked to make a complaint. How we resolved it We contacted the resident to apologise, and then re-inspected the work. The inspection identified that there were some issues which needed rectifying. This work is now complete and we have assured the resident that the door meets the relevant safety standards. The issue A resident complained as they had reported ongoing damp and mould issues in their home and felt that they weren’t being resolved to their satisfaction. How we resolved it We carried out urgent damp and mould works over two days in the property to eradicate the issue. We apologised for the length of time this had taken and compensated the resident for the inconvenience.
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