The issue A resident made a complaint about issues in their new-build home.
How we resolved it We assigned a single point of contact for the family to liaise with and apologised for the difficulties encountered. We also raised our concerns with the developer and were able to resolve the issues of concern to the satisfaction of the residents. Learning Assigning a single point of contact for residents can be highly beneficial when dealing with complex repair cases involving multiple contractors and teams.
The issue A resident had cause to complain about the standard of communal cleaning.
How we resolved it We worked with the contractor to improve the level of service delivered and compensated the residents in respect of this. Learning We now have regular communication with our contractors to ensure they understand our service standards for communal cleaning.
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