COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
By Dan Rhodes, Director of Customer Experience Introduction
Welcome to our first ‘Complaints Performance and Service Improvement Report’. It provides a summary of our complaints performance in Rented, Extra Care, Homeownership Housing and the Corporate Trusts* over the past financial year and is a requirement of the Housing Ombudsman Complaint Handling Code (the Code). At Anchor, we take complaints seriously and when something has gone wrong, we apologise, put it right and learn from it. We’re committed to continuously improving and we can only do that if we listen to feedback from residents and act upon it. Section Two of this report covers Learning from complaints and sets out the improvements we have made as a result of this analysis.
Over the past year, we have made a significant investment in the way we handle complaints. The Customer Relations team has seen a considerable increase in staffing. This is in addition to our investment in technology such as the Customer Relation Management (CRM) system and we explain more about this on page 19, along with the other projects underway in Anchor. The investment in these projects is a direct result of feedback from residents who have been through our complaints process. Complaint data and information is shared with colleagues at all levels for scrutiny and challenge including our Non-executive Board and the Service Quality Committee (a committee of the Board). In Section One we provide a summary of our performance over the last year. In Section Four we provide a response to this report from Anchor’s Service Quality Committee (governing body) and the annual self-assessment against the Housing Ombudsman Code. We put residents at the heart of the complaint process and are enormously grateful to the residents involved on our Independent Resident Complaints Panel. Over the past year, the panel have reviewed complaints and provided recommendations to Anchor. Details of these cases and what we have done as a result are on page 9 and 10. We hope you find the information within this report interesting and useful. If you have any questions, comments or require this document in an alternative format, please get in touch. You can do this by contacting our Customer Centre on 0800 731 2020 or speaking to your local manager. *Corporate Trusts are included within this document under 'rented housing', we have chosen not to report them individually to protect the confidentiality and data protection of residents due to the small number of properties at some estates. Corporate Trust include: William Paul Housing Trust, Collins Memorial Trust, The Flood Charity, The Almshouse Charity of Elizabeth Smith, Jane Cameron’s Old People’s Charity and Margaret Jane Ashley Almshouse.
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