Complaint Learning and Service Improvements

Our aim is to encourage a positive complaint handling culture, to ensure we actively utilise complaint learning and implement service improvements. We want to be accountable and transparent to our residents.

Each time a formal complaint is received and investigated, as part of the response we proactively look to identify lessons learned and service improvements to prevent similar complaints happening again. Here are some real examples of service improvements identified in 2022–2023 as a direct result of complaints.

• We made changes to the assisted gardening application process so customers with medical conditions do not have to reapply and provide proof of eligibility each year.
• We have set up an operational group to review all of our contingency plans during adverse weather to ensure we are planning ahead and able to respond to high call volumes during these times.
• We appointed two additional specialist mould contractors to respond to the increased volume of damp and mould reports.
• We developed a new process with our roofing contractors to ensure roof tiles are only stripped when new tiles are delivered and a new daily record reviewed and signed by the roofing team to ensure pathways/gardens are clear of debris.
• We amended our alteration application process to ensure consultation takes place with all affected neighbours and this will now be a requirement prior to any approval for property/garden alteration works.