Page 26 - Wythenshawe Annual Report 2020

Customer Service
Compliments and Complaints
99%
of complaints were responded to within target
Stage Two complaints fell from
19 15
163 202 to When it comes to handling complaints our focus is on on on resolving problems quickly and and efficiently making sure we learn any lessons along the way Tenants play a a a a vital role in in in helping scrutinise the way we handle complaints Our Tenant Scrutiny Review Group carried out an an in-depth review of two cases which had gone
to to to an an Assistant Director to to to deal with (known as a a a a a Stage Two complaint) They were satisfied in in both cases that our our response was in in line with our our policy But we also invite independent assurance on our approach In November 2019 an an internal audit by an an independent assessor ruled our complaints management as as ‘reasonable’ However recommendations from
the review have already been built into our processes and have helped frame a a a new Complaints
Policy which was introduced in in the summer of 2020 Commitment to training
Throughout the year all our managers team leaders contact centre staff and reception teams received refresher training
in in in complaints management The focus was to make sure they identified customer complaints quickly and sought to to find an early resolution – a a a first time fix The next step is to to monitor and track complaints more consistently as part of a a a a wider project to impove our our knowledge of our our tenants Whilst we we welcomed a a a a fall in in formal complaints the number of informal complaints increased as as staff aimed to resolve problems quickly without the need for for a a formal process Compliments increased from
to