Our complaints focus 

We know we don’t always get it right and sometimes you might raise things with us as a formal complaint. When we respond to a complaint, we may not have put everything into place that we need to resolve your concerns, so we will accompany the response with an action plan which could include things like repairs which need to be completed. These plans ensure that as a resident you know what will happen and by when.
 
We review the reasons that residents complain so that we can make improvements to our service delivery. For our repairs service, the themes driving complaints over recent months have included delays to completing the repair, failed or missed appointments, issues with setting up or managing appointments. Our Head of Property has been working closely with Gilmartins on these areas and we have seen marked improvements in customer satisfaction in April and May.  
 
Some of our other learning points have included:

• Reviewing our approach when residents might need a temporary move.
• The importance of considering resident individual needs when dealing with service requests as well as complaints.
• Focussing on outcomes for residents, rather than process and making sure we address all aspects of queries comprehensively - this will help reduce the number of complaints and help deliver better service outcomes for residents   

If you have any thoughts or comments on our approach to complaint handling, we’d love to hear from you. You can email Dave our Head of Customer Services at: complaints@orginhousing.org.uk