COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
At Anchor we welcome complaints and feedback as they help us to understand where we are getting it right and where we need to make changes to our service, policies or practices and work with colleagues to help prevent mistakes being repeated. This section of our report examines the service improvements we have made as a result of learning from complaints, in accordance with section 8.1.(d) of the Housing Ombudsman Code. We gather learnings from complaints in several ways. This year we have been working to bring these together through our Learning from Complaints Group. This group is made up of key colleagues from within Anchor who specifically look at complaints to consider and make recommendations to Board and committees where improvements can be made. Below is a summary of what we’ve learnt and the impact of this insight on service improvements. Root cause analysis from individual complaints and complaint data We learn from complaints on a local and national level. This learning results in changes from the way we do something at a specific location, right though to changes to national policy and practice. In some cases, this can result in new initiatives and ways of working. We use themes of complaints to help us identify areas for change and improvement, over the past year we have made the following changes and improvements as a result of learning from complaints: “How can I help?” initiative – launched Summer 2023 This major initiative was launched to improve the experience of residents and drive a culture change in the way colleagues deal with complaints, service requests and feedback at Anchor locations. “How Can I help?” was conceived as a direct result of analysis of complaints. ‘Location manager behaviour’ is one of our top three areas of complaint in both rented housing (including extra care) and homeownership. This initiative is based on by making small changes when residents voice a concern, feedback or raise a service request, so that we can resolve these quickly and prevent them from becoming dissatisfaction and complaints. Through this initiative colleagues ensure residents feel listened to and included by being responsive to their needs, providing a great experience. They do this by demonstrating our ARCH values (Accountable, Respectful, Courageous and Honest) in their interactions. This starts with giving residents the opportunity to speak either face-to-face or over the telephone, to see if issues can be resolved with a simple acknowledgement, apology and conversation before offering them the opportunity to make a complaint. 3. Learning from complaints and making service improvements
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