Complaint Learning and Service Improvements

Our aim is to encourage a positive complaint handling culture, to ensure we actively utilise complaint learning and implement service improvements. We want to be accountable and transparent to our customers.

Each time a formal complaint is received and investigated, as part of the response, we proactively look to identify learning and service improvements to prevent similar complaints happening again. Here are some real examples of service improvements identified in 2023-2024 as a direct result of complaints.

Issue

A customer complained about the level of support they received when reporting domestic abuse to WCHG.

Improvement

Training was delivered to the Customer Hub regarding domestic abuse and the support WCHG offers to those reporting this. The Living Well area of the website was improved to provide direct contact information for this service.

Issue

A customer was unhappy with WCHG's response to their request for a fuel voucher.

Improvement

WCHG updated its website to clearly set out the eligibility criteria for fuel vouchers which is limited to a maximum of 2 per year (April-March).

Issue

Customers reported that a certain damp & mould specialist contractor was not performing in line with WCHG expectations.

Improvement

We reduced the work issued to the specific contractor and highlighted our expectation in relation to progress of work and communication with customers.

Issue

Where third parties (non-tenants) reported vermin in communal areas, the Hub were unable to progress and arrange the required pest control service.

Improvement

All third party reports of vermin from non-tenants in communal areas that may pose a health and safety risk will be accepted and pest control services arranged.

Issue

Customers complained about tenants misusing communal bin areas and not recycling as they should.

Improvement

We conducted recycling days at specific blocks, arranged for some additional recycling collections and have installed CCTV at problematic locations.

For further information regarding learning from complaints and service improvements, please see our Annual Complaints Report.