Without complaints, we wouldn't know what our services are like for our customers.
So, we would like to express our gratitude to every customer who took the time to share their feedback with us and, where relevant, work with us towards a resolution.
Below you can find a summary of how our complaints service did in 2023-24 as well as a link to our first Complaints Performance and Service Improvement Report in full.
Complaints handling code, self-assessment
against the Ombudsman's Complaints Handling Code
Our Board's response
to our self-assessment and complaints report
Complaints performance, 2023-24
Summary
0
complaints received
0%
Stage 1 complaints responded to on time
0%
cases upheld or part-upheld
More performance metrics available in the full report.
Introducing our new Complaints Team
We want to get quicker at responding to complaints and give complaint cases more attention.
To help our colleagues on the front line focus on resolving issues using their expertise, we brought in two dedicated Resolution Leads who will focus on making sure cases are thoroughly and promptly investigated and keeping customers updated throughout.
Learning from complaints
Complaints give us valuable insights that we use to improve our services.
This year, following on from complaints, we looked at:
- Rotas in our Independent Living schemes
- New parking arrangements in Cheshunt
- Storage heater instructions
- Defects in new build homes
To find out more about our new complaints service and how complaints will shape our services in the future, please download our Annual Complaints Performance and Service Improvement Report.