We take complaints seriously and want to make sure that residents understand how they can raise concerns. As part of our continued drive to identify ways to improve our complaints handling we have created a new Resident Complaints Panel.

So far they have worked with us to review the survey questions that our research companies ask on our behalf at the end of the complaint process about the complaints service provided.  The group have also chosen to focus on what good communication could look like for residents during the complaints process.

You said, we’re doing

During its first meeting the group raised concerns that not everyone may know how to raise a complaint about our services, should it be necessary.

In response to this concern we created a survey to understand how aware residents are of the complaints process, and asked our new Resident Survey Group to complete it.

We had a good level of response to the survey and we were pleased to see that most of those surveyed were aware of how to raise a complaint with us.  We also received some positive feedback around the complaint information shared on our website.

While it was reassuring to see strong awareness of, and positive feedback around, our complaints process, we didn’t want to assume that everyone felt that way.

Share your views

We’ve updated the survey, based on feedback from the Resident Survey Group, and would love more residents to tell us what they think of the service and how it could be improved. The survey will also help to raise awareness of our complaints process.

Please do take the time to complete the survey here – thank you in advance for taking part.

We’re always keen to hear from residents interested in helping to shape our services, and you can see a full list of opportunities on our Get Involved page.