COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
• Customer Relationship Management System (CRM) We started work on the CRM in early 2023, the system is being built to our requirements and that of the Housing Ombudsman Code. The CRM will give us the ability to track, monitor, record and report with a document management system built in. From a customer experience point of view, it means we have a history of the resident and their experience as soon as they contacts us. We anticipate this will be ready in Spring 2025. Repairs and investment transformation work – launch due early 2025 Learning from complaints and resident satisfaction has led to this significant piece of work. The main outcome of this project is to fundamentally improve the resident experience when reporting a repair. We’re planning to enter long-term agreements with a number of contractors who will deliver both repairs and planned works in designated areas. This will allow contractors to really get to know our locations and deliver a sustainable service that is right for our residents. Resident feedback has been key at every step and this will continue. We’re speaking to our resident groups, looking at satisfaction results and have carried out research about what works well and what doesn’t. All housing residents had the opportunity to share their feedback as part of a formal Section 20 consultation. We received observations from 166 locations, and these are informing the next steps for deciding on the contractors. We also have residents helping assess submissions from prospective contractors as part of our process.
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