We are continuously getting feedback from our customers and fixing things that are identified. This report explores our communication with our customers. Below are some things we have identified and our actions to improve.
What you said:
- You are not keeping me informed and I feel ignored
- Your teams are not talking to each other
- You say that you are going to let me know when things are going to be done but then I do not hear anything
- How you communicate with me affects how I feel about your service
What have we found?
- Communication continues to be the main reason for your complaints.
- Our teams focus on fixing the problem you are reporting as a priority and continue to work hard in the background but sometimes forget to keep you informed.
- If there is nothing new to report our teams do not always contact you to provide an update.
- When our teams focus on the area they are responsible for and not the wider picture things are not always joined up properly.
- When we make promises to contact you in the future we do not always put in place a process to manage this.
What have we done?
- Introduced regular monitoring for call back requests to make sure that your calls are returned quickly and to identify any learning points about delays.
- Updated our customer portal to make it easier for you to manage your account and raise and track repairs.
- Introduced an internal contact record standard, and a service standard for when you contact us, available here.
- Explained how we will communicate with you about repairs within our repairs service offer, available here.
- Established project managers and Client Liaison Officers in Asset Management teams.
- Encouraged our teams to hold a case review meeting if more than one team is involved in resolving your issue.
- Introduced and conducted mandatory training for complaints which emphasises the importance of keeping customers updated.
- Included the requirement to identify your communication needs within our complaints service.
- Introduced a process to track all actions including our promises to update you following closure of your complaint.
We will:
- Continue to review learnings from this area and focus on improving communication between our teams and with contractors.
If you make a complaint we will:
- Identify your communication needs at the beginning of each complaint.
- Agree communication arrangements with you for the duration of your complaint.
- Call a case conference about your complaint if more than one area is involved.
- Put in place arrangements that we can track and monitor to keep you informed on any issues still outstanding from your complaint following closure.