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How we’re listening and acting
W e’re changing our customer satisfaction surveys to provide more opportunities for you to share your feedback. As well as conducting surveys more frequently and with more residents, we’re introducing new ones for our extra care housing communities and retirement villages and developing online surveys. We really value your feedback so please take part if our independent survey provider – Acuity - contacts you to find out your experience of repairs, planned works, using our Anchor on Call service or our services in general. Our survey changes meet the requirements in the Tenant Satisfaction Measures (TSMs) launching next year and updated Housing Ombudsman’s Complaint Handling Code. Created following resident and colleague feedback, our Community Safety team, led by Community Safety Manager Louise Dean, will be supporting local housing managers handling complex anti-social behaviour issues.
The code’s new timescales for complaints are reflected in our updated two-stage Complaints Policy. These are: • Log and acknowledge - within five working days • Issue stage one response - within 10 working days of logging, and call the complainant within two working days • Second stage response – within 20 working days of response being logged Our Complaints Policy and details of how to submit a complaint or compliment are available: • From your local manager • On posters or leaflets at your location • By calling Customer Relations on 0800 7312020 * • Emailing Customer.Relations@ Anchor.org.uk • Online at www.Anchor.org.uk/ Feedback
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