COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
Moving In and Out Policy and guidance – launched September 2023 We know that moving into or out of a property can be a particularly stressful time. Looking at complaint themes, we know that the ‘condition of properties’ is one of the areas where we needed to improve, to ensure we have a consistent approach across all our properties. We also received recommendations from the IRCP about this process which we have included (see page 10). This policy and guidance takes colleagues through the process with a step-by-step guide, including the different stages of moving: tenancy end, pre-void property inspections, conducting viewings, empty property inspections and lettable standards, preparing to sign-up the tenancy, tenant moving in and helping the new tenant settling in. Improvements made include supporting colleagues with interactive videos and visual representations of the lettable standards. The documents were launched to colleagues through a series of webinars, where colleagues received training and could ask questions and get advice. Unacceptable Behaviour Policy and Procedure – launched February 2024 This policy sets out how we will respond to residents (or any other person: such as family/ friends of a resident or visitors to the location) whose actions or behaviour we class as unacceptable. As part of the procedure, we carry out a Proportionality and Equality Impact Assessment prior to making any decisions to impose sanctions. This assessment forms part of the decision-making process. Restrictions are kept under review, and we have an appeals process that can be accessed at any point by the resident. This work relates back to the category of complaint ‘local decision making’. Some of these complaints were about the way we handled unacceptable and anti-social behaviour. We worked with involved residents from the Communications Group, to help shape the documents, in particular the policy and the helpsheet. Satisfaction, complaints data, and insight (learning from complaints) reports Our Senior Leadership team ensure that complaints, complaint handling, satisfaction with complaints and insight into complaints receive a continued high profile within Anchor. Boards and committees receive regular reports and information about these subjects including: •Housing Services Committee and Executive Committee receive regular reports around all aspects of complaints. They have also been heavily involved in the complaints transformation work explained on page 19. • The Service Quality Committee (a committee of our Non-executive Board) in their role of the governing body, receive a quarterly update on satisfaction generally as well as a report regarding complaints. They also are responsible for the complaints policy, the approval of the Housing Ombudsman Self-Assessment and have issued their response to this report in Section Four. Satisfaction data is received monthly from our external survey provider and shared within the business with relevant senior colleagues and teams. We have used satisfaction data to help shape our service and we explain more about what service improvements we are making on page 19.
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