Customer said….

What we did next…

Complaints

Communication about changes to schemes or products needs to be improved. (3 complaints, 1 suggestion)

Appropriate deadlines to be given to customers and agreed in writing, any changes to these will be agreed in consultation with the customer.  Standard letters about incentives and updates will be checked fortnightly for accuracy by Team Leaders. 

Not all the issues in my complaint were dealt with. (3 complaints)

Staff given further guidance on complaint handling. Responses will be quality checked by Customer Feedback Co-Ordinator to make sure all issues have been addressed

Agency nurse said eligibility criteria for key-worker in health sector was not clear. (1 complaint)

Information being checked by Team Manager to correct any ambiguity.

They were given wrong information about charges (1 complaint)

Staff will always seek advice about any changes to information concerning current contracts.  This has been added to the staff procedures for document changes.

Customers need to know what to do if they are not satisfied with response to complaint. (1 complaint)

Standard paragraph included in all responses to complaints explaining next stage in formal complaints procedure.  Complaints, Suggestions and Compliments leaflet sent with all stage 1 responses.

Compliments

The marketing tool added to the Housing Options website has enhanced the marketing services provided. (1 compliment)

We will continue to raise the advantages of using the tool in future meetings so more Registered Social Landlords use it.

We felt listened to and supported regarding our concerns and needs and staff kept promises. (4 compliments)

We will continue to maintain good customer care skills through regular coaching

We felt staff worked well with other areas of the business to provide all the information we needed. (1 compliment)

All staff will continue to maintain and develop good working relationships between teams so customers receive a seamless service and are kept well informed.

External business clients felt that MHO staff made a valuable contribution to their work. (3 compliments)

Staff will continue to work with external clients to improve take up of schemes and promote what we do.  We will continue to assess ourselves against others to improve our business and marketing.

We felt that owning and living in our own home in London would not have been achievable without the support of MHO staff and the key worker scheme.

(1 compliment)

We will maintain and develop customer service skills through Gober training and coaching to ensure that we deliver a positive experience for our customers.