WCHG awarded Housemark Complaints Accreditation

Wythenshawe Community Housing Group (WCHG) has been awarded the prestigious Housemark Complaints Accreditation.

Housemark is the country’s leading provider of support to social housing organisations for business intelligence and work to support organisations improve their focus on customer needs, service and performance efficiency.

WCHG received the Accreditation in August 2015 following a rigorous assessment, during which staff and customers were interviewed and completed complaint cases examined by an independent Housemark assessor.
The accreditation has been developed in partnership with the Housing Ombudsman Service and is aligned to CIH and HouseMark's Complaints Charter which identifies the key principles of an excellent complaints service.

They concluded that WCHG’s complaints service is driven by an experienced and enthusiastic Customer Feedback Team, Complaints are handed quickly and systems are in place to ensure lessons are learned and Customers are heavily involved in reviewing and challenging the service.

Nigel Wilson, Group Chief Executive of WCHG said, “We are delighted to receive this accreditation from Housemark as it demonstrates our commitment to improving services throughout the organisation, in areas that are critical to our customers. We will continue to look at different ways of reviewing the services that we provide and how we can tailor them around our customers’ needs to ensure we are delivering the best services we can for our customers and the people of Wythenshawe”.

Lynn Dexter, Head of Consultancy at Housemark said, “HouseMark congratulates Wythenshawe Community Housing Group on achieving complaints accreditation, demonstrating its commitment to delivering a very good complaints service to its residents. We were particularly impressed by its experienced and enthusiastic Customer Feedback Team and that Wythenshawe handles complaints quickly and has systems in place to ensure lessons are learned.”