COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
There is a budget that colleagues can access, which can be used to say - ‘sorry’ - for something going wrong: for example, buying some flowers to apologise for a contractor not attending an appointment. Over the last year we have spent £1,896.12 across Housing Services. Dealing with lift complaints - launched over the past year We know that when a passenger lift breaks down this can have a detrimental impact on the residents who live in the building. Lifts and lift breakdowns are in our top three categories for property-related complaints. Recently, we have put several new processes and procedures in place which are helping to deal with lift issues in a more structured way. We have: • Introduced the lift breakdown procedure – which identifies roles and responsibilities and the fitting of a temporary stairlift – this was launched in April 2023 • Identified problematic lift manufacturers and we no longer use these when installing new lifts • Produced the Anchor lift specification – to ensure continuity of stock and availability of parts. We will not use lifts with closed protocol or that require specialised diagnostic tools •Set up “part bins” for the problematic types of lift – we hold parts for lifts that have a long lead time on the delivery of parts •Introduced a weekly contractor meeting to run through current lifts that are broken and actions being taken – although this is only with one contractor currently, this is working well and will be introduced when the new contract goes live •Increased visibility and accountability - the Lift Out of Service report is collated daily and sent out to three times a week to relevant directors within the business.
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