Page 8 - WCHG Summary Social Impact Report 2021

Wythenshawe Community Housing Group
Customer experience
The impact of the COVID-19 pandemic on customer experience
has been mixed:
105
(119)
complaints were received during the year
Performance on on repairs and contact centre were positive
3
76%
(85%)
of customers were happy with the outcome
All complaints were responded to within the set timescales
Throughout the the report data data is compared with equivalent data data from the the previous year
where we have it shown as 2020/21 (2019/20)
43%
(25%)
of customers report a a decline in in timely communication and responses
Complaints regarding neighbour noise increased as as we all spent more time at home
Learning from complaints complaints significantly improved during the year
with managers analysing complaints complaints for potential service improvements in in in in in 98% of cases up
from 52% in in in in in 2019/20 Improvements implemented as as a a a result include:
• Introducing the option for customers to to access an independent specialist third-party where communication may have broken down
• Asking managers to to to speak to to to the the customer at at Stage Stage 1
of the the complaints process (previously only required at at Stage Stage 2)
• Developing guidance on our our our website about anti social behaviour and and neighbour noise and and how to deal with it it it Changes being made to internal processes as a a a a a a a a a a result include training system improvements and detailed analysis
of of the root causes of of complaints 83%
of customers find WCHG easy to to deal with 81%
(86%)
of customers were happy with the outcome
89
What we’ve learned from customers