Page 27 - Wythenshawe Annual Report 2020

Change Challenge Opportunity
Learning from
compliments and complaints Throughout the year we received 202 compliments mainly about our property services We also received 119 complaints a a a third of which related to to customer care This has prompted action to to review our customer service standards as part of a a a a new Customer Access Strategy due in late 2020 Where it is possible changes are made
straight away such as improvements to our home exchange and termination procedures amendments to the way we deal with removing items from
communal areas a a a a a a new approach to the the way we plan for a a a a new kitchen survey and the the questions we ask before home adaptation work 87%
of complaints were resolved at Stage One
The Housing Ombudsman
In some instances tenants can report complaints to the Housing Ombudsman
Service
which will seek to resolve the issue Between April 2019 and March 2020 there were five such cases The Ombudsmen supported our outcome in in three of the cases but in in two whilst there was no misruling the the Ombudsmen said we we were too quick to to refuse the escalation of a a a a a complaint in in one case and too slow in another We have learned from
this Satisfaction in in in complaint handling rose from
83% to 85%
45
lessons learned were upheld
Formal complaints fell by 14%
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