Customer
We aim to be a truly customer-driven housing provider, which puts our residents’ voices at the heart of everything we do.
OUR AIM:
Customer services
Complaints
The Housing Ombudsman Complaint Handling Code We take all complaints extremely seriously, and are always keen to resolve any complaints to the satisfaction of our residents. This includes us apologising if we have got something wrong, making sure we put things right, and learning from complaints, to continually improve the services we deliver, and to help prevent things going wrong again. The Housing Ombudsman Service is an independent service that can help you if you are unable to resolve a complaint with your landlord directly, through the complaints procedure. You can find out more about the Housing Ombudsman by visiting their website: www.housing-ombudsman.org.uk or by calling 0300 111 3000.
Key highlights
Compliments for the service provided by our team 29 Contacts with our Customer Services team 87,493 Resident satisfaction for customer services 94.2%
Our Customer Services team is often the first point of contact for residents. We have invested in further training for our Customer Service Advisors this year so they can deal with more resident queries at the first point of contact, to help our residents more, and further improve customer satisfaction. Following resident feedback, we have changed our out of hours service provider to make sure residents get a prompt and effective response to emergencies outside of normal working hours.
6
Made with FlippingBook Online newsletter maker