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.
In response to the new Housing Ombudsman Scheme and Complaint Handling Code, we have reviewed our complaints policy and processes. We asked our Jigsaw Rewards members for their views on our planned changes, which will help us meet the aims of the new complaint handling code.
You Said
88% of respondents said they agreed with our approach to try and put issues right quickly for customers informally, without the need for lengthy formal investigations.
We did
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.
We have also issued guidance to front line teams and managers about the importance of responding to complaints promptly to resolve issues quickly for our customers, without the need for lengthy investigations.
You Said
9 out of 10 people said the list of exclusions as to when we will not accept a formal complaint are reasonable. Some comments indicated that we need to provide more clarity for some exclusions.
We did
We have provided further clarity on some of the exclusions in the revised policy.
You Said
Almost 40% of respondents said they would like to see more information about what we have learned from complaints published every 3 months. A further 23% would like to see this information published every 6 months.
We did
We now publish information about how we have used any learning themes from complaints every 3 months on our websites.
If you have not already registered, please visit our Jigsaw Rewards website and sign up today!
