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We’ve also set out a clear approach for handling complaints about colleague conduct, so you know what to expect if you want to raise concerns with us. You have helped shape these changes. For example, our Customer Access Service Influence Group suggested using posters with QR codes to make it easier to find information about raising concerns — and we’ll roll these out soon. We’ve refreshed our Customer Compensation Policy to make it easier to understand. It now specifies the limited situations when compensation may be available, including when we’re working to resolve complaints, and explains how we’ll handle claims, keeping everything fair and transparent. The work we’ve done is already paying off as we’ve had good feedback from tenants who have been more positive about how we have handled their complaint. This is shown by the improvement in our Tenant Satisfaction Measures Survey results too. To read our policies or learn more about how we manage complaints, visit www.southwayhousing.co.uk/ complaints . You can make a complaint using the form on that webpage, or by calling 0161 448 4200. We’re committed to resolving your concerns quickly and providing transparent, timely responses. These updates are about making sure your voice is heard and helping us improve our services. Now, if you have feedback or want to make a complaint, we hope you’ll find the process much simpler and more user friendly.
How we’re making it easier for you to share your feedback We know how important it is for you to feel heard when things don’t go to plan. That’s why we’ve made significant improvements to our Complaint Handling Policy — making it clearer, more accessible, and easier for everyone to use. After listening carefully to your feedback, we worked with the Housing Ombudsman Service and our Customer Voice Committee to update the policy. Now, there’s no confusion about what counts as a complaint and what doesn’t — you can see exactly where your concern fits. We’ve simplified the language throughout to remove jargon and make the process feel less daunting. Our approach to reasonable adjustments is now much clearer too, ensuring all customers can access our services fairly.
Scan the QR code to find out more about complaints
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