Our customers are at the heart of what we do. To enable us to deliver a great customer experience we welcome all feedback. This helps us to know when we get things right but also, where we need to improve and shape our services.
It’s great to hear when we have done well, so any compliments will be passed on to those employees that have given great service.
We understand that sometimes things go wrong. As soon as we're aware that you feel dissatisfied with the level of service we’ve given, we'll contact you and take the necessary steps to put things right.
If you think we haven’t managed your dissatisfaction well, you can ask to open a formal complaint which we’ll acknowledge in writing within three working days.
All formal complaints are now handled by one team. They work closely with colleagues across the business to make sure we do everything necessary to investigate the issue and keep you informed.
Here are examples of where we’ve used our customers’ voices to embed lessons learnt into our daily service delivery, identified through the lessons learnt group and via our complaints process.
|Having agreed to a non-CHP customer pruning a tree on CHP land, we received a complaint from a customer. They were extremely frustrated with our decision to allow this, and the lack of notice given.||
Before we agree to any type of grounds maintenance works to any area that may affect multiple customers, the Neighbourhood Team will inspect the area to determine what work is required. If agreed, they will make all the affected customers aware of this before starting any proposed work.
|A customer provided feedback that made clear they didn’t know our complaints process or how they could raise a complaint to CHP.||
In April we began a complaints awareness campaign, starting with two articles in our customer magazine, Your Home, (winter and spring edition). We detailed our complaints process, how a complaint can be raised to us and the relationship we have with the Housing Ombudsman. We’ve followed this with further articles in May published via social media to ensure they reach as many customers as possible. This awareness campaign will carry on throughout 2021-22.
|We received a complaint about a delay and lack of contact from us. This was caused by information not being passed on to the new person managing the customer's enquiry.||All employees must give a full handover to their team when they allocate work. This is to make sure that all ongoing enquiries are picked up.|
|Some customers have experienced long delays with getting defects in their home sorted. This has been due to the impact of the coronavirus pandemic and developers and their contractors having to stop operations to comply with government guidelines.||
We’ll consider what other options we can provide to make sure we find an acceptable and timely solution for fixing defects.
|A request for a major adaptation was rejected. The customer complained that they didn't know that the decision had been made.||Our process now states that if we reject a request for an adaptation we’ll write to the customer and explain why. Our appeals procedure must also be explained.|
Complaint Handling Code
The Housing Ombudsman published a new Complaint Handling Code in July 2020, setting out good practice that will allow landlords like us to respond to complaints effectively and fairly.
We’ve reviewed our complaints process to make sure we’re compliant. You can download our Complaints Handling Code self-assessment [pdf].
To let us know how you feel, complete our online feedback form and we will get in touch.
Alternatively you can:
- Email firstname.lastname@example.org;
- Telephone 0300 555 0500;
- Write to us at: Myriad House, 33 Springfield Lyons Approach, Chelmsford, CM2 5LB.
For more information on how we manage customer feedback, please read our customer feedback leaflet[pdf] and customer dissatisfaction and complaints policy [pdf].