Through Jigsaw Rewards we have created a platform to allow residents to give us regular feedback on our services and plans for the future. In return for giving this feedback and answering surveys, members receive points which can be exchanged for gift vouchers or credits on your rent account.
We are continually reviewing our Complaints Policy and recently ran a consultation for residents to give their views on our approach.
The policy outlines the way in which complaints are to be managed. It also sets clear guidelines and timeframes, helping customers to understand the process when raising a complaint and what they can expect from us while we deal with their complaint.
It’s important to note that The Housing Ombudsman Complaint Handling Code introduced in July 2020 influences our approach such as operating a two stage process and aiming to respond to formal complaints within 10 working days.
91% of respondents agree our initial informal handling of complaints to try to put things right quickly is still the best approach.
We will continue with this approach wherever possible and we have made it clearer to our customers when a complaint is being handled informally or through the formal complaints process.
86% said it was easy to find complaints information on our websites including 19% who said it was very easy.
78% felt that 10 working days is a reasonable response time to investigate and respond to formal complaints.
82% felt our complaint exclusions are reasonable.
We have provided further clarity on some of the exclusions in the revised policy.
The majority of respondents would like to see information about feedback and complaints every three months.
We will continue to publish information about how we have used learning from feedback and complaints every three months on our websites.
If you have not already registered, please visit our Jigsaw Rewards website and sign up today!