How we learn from complaints The issue A resident complained about her boiler which had become prone to breakdowns. How we resolved it We replaced the boiler and completed all the finishing works to the satisfaction of the resident. Learning We improved the process to be followed by our contractors when recommending the replacement of boilers to CCHA. We also put a monitoring system in place to check for repeated breakdowns to allow us to identify boilers in need of replacement more proactively. The issue A resident made a complaint about the installation of cavity wall insulation in their home and the level of care taken by our contractors. The resident was concerned that the installation involved the use of materials which could potentially have exacerbated her ongoing health issues and felt that the contractors hadn’t considered her mental health condition when contacting her to discuss the works. How we resolved it We apologised for the inconvenience caused during the works and the levels of customer care offered. We also addressed these concerns with the contractor. We compensated the resident for the disturbance caused throughout the works, and assured them that the materials used were safe, and met all safety requirements. Learning We have put checks of our housing management system in place to identify any vulnerabilities or specific needs of residents before works are carried out in future. We have also been gathering up to date information on vulnerabilities or specific needs and training colleagues on how to identify them and take them into account when contacting our residents.
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