HA brings in one stage complaints process after complaints
Published by Max Salsbury for 24dash.com in Housing and also in Communities
ComplaintsImage: complaints via Shutterstock
Hanover Housing Association has introduced a one stage complaints process in response to feedback about its previous system.
Under the old system, a complaint could span three stages, have three separate complaint handlers and take up to six months to be processed. Concerns regarding this approach ranged from how a complaint was handled, to the time taken to reach a decision.
With the introduction of the new one stage process, 80% of complaints are now resolved in just over two weeks.
The results show a 26% increase in resident satisfaction and a 39% increase in the number of complaints being logged.
The move has contributed to Hanover achieving ‘compliance plus’ in areas of its most recent customer service excellence (CSE) assessment. Furthermore, the social landlord achieved overall satisfaction levels of 93% in its most recent customer satisfaction (STAR) survey of residents.
Mark Lake, Hanover's assistant director, said: “The new process has been very successful. By cutting out the red tape we have trained and empowered our staff to manage complaints more efficiently and effectively.
“In addition we have updated our internal systems and also assisted residents to set up their own tenants’ review panel that can help any residents who may remain dissatisfied with Hanover’s response.”
Hanover resident Robert Sherriff, 72, said: “I am very pleased that Hanover has implemented this new process. This demonstrates its commitment to improving services whilst listening to its residents."