COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
RECOMMENDATIONS MADE BY THE IRCP • Review the policy on the processing of repairs and inspections before a new tenancy is agreed. • Ensure all repairs are completed and if not, done as a priority before a new tenant moves in. • Inform residents when planned works, such as kitchens, are due to take place at the location.
WHAT WE HAVE DONE AS A RESULT • We did this work as part of the Moving In, Moving Out policy/process and launched the revised version in September 2023 • See page 17 for further details. • Wherever possible, we provide details of planned work for the forthcoming year in advance at the Annual Review Meeting in Autumn, this is then recorded in the local service agreement. • If details of upcoming work are not known at this time, residents will be advised of any work which is scheduled to take place once the planned works programme is confirmed. • We did this for the individual case. We also updated our compensation policy in September 2023 to makes sure damages is included on the list of things we consider. We also follow the Housing Ombudsman guidance on redress. • We have made the Complaint e-learning training mandatory for the Customer Relations team. This means that colleagues will be asked to do the complaints training summary is on an annual basis.
• Review the level of compensation offered to a resident to compensate for damages.
• Provide refresher training to the customer service leads to ensure all complaints are investigated fully, in a timely manner
• Ensure all points in the complaint are answered • To ensure all points within the complaint are answered, we have updated the template letter which provides guidance to colleagues when doing a complaint response. We have also sent communication out to colleagues about this point. All IRCP review sessions are held by video conference calls. The members are sent information packs a week before the calls, to allow time to review the cases in advance.
The Housing Ombudsman offers advice and support to residents at any point during the complaints process. Their website has lots of useful information and residents can even access training and webinars about specialist subjects. For further information: www.housing-ombudsman.org.uk
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