COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
Compliments It is important that positive feedback is recognised, as this provides valuable insight and can inform improvements to service standards. All compliments from our residents are acknowledged and distributed to relevant colleagues via their line manager. In total 952 compliments were received; this is an increase of 116 on last year. Of these:
429 were received from tenants (up 50 on the previous year) 136 were received by the Property and Assets Team (up 31 on the previous year)
130 were received from homeowners (up 36 on the previous year)
257 were received by Support Services (down 1 on the previous year)
We welcome your feedback At Anchor we welcome complaints, and we promote our positive complaint handling culture to both colleagues and residents, as follows: With colleagues we promote this through regular corporate communications campaigns on complaint handling, in person and e-learning training, and online FAQs, complaints policy and processes. Last year we developed initiatives such as the ‘How can I help?’ campaign’ (see Section Three). To residents we promote our approach as part of our regular communications (which includes ‘We welcome you feedback’ posters and leaflets (displayed at most locations where we have internal communal areas), Life magazine, Annual Resident Review and local newsletters). We also share information on our website, and we promote our complaints policy and through initiatives like the ‘How can I help?’ campaign.
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