We aim to resolve complaints in line with the Housing Ombudsman Complaint Handling code. This means:

• Resolve a Stage One compliant within 10 Working days
• Resolve a Stage Two within 20 Working days.

Further details can be found HERE.

We use the performance data to identify areas where we need to improve, to help shape our services and provide good quality homes for our customers. Examples of improvements made as a result of TSM customer feedback include:

• A Complaint Champion Group has been created of involved customers, to audit our approach to complaints, provide feedback on communications sent to customers, and identify any improvement actions which could be implemented from a customer perspective.
• There is a follow up to Dissatisfaction process in place for the Tenant Satisfaction Measures and transactional surveys. This involves contacting customers 12 weeks later to explain improvement actions, and see if their opinion of the service has changed.
• A Customer Journey Mapping Exercise was recently carried out to determine how customers felt at each stage of the process. This helps us to identify where improvements can be made. Following the interviews, a Focus Group was carried out, and an action plan was developed to improve the service.
• End to end reviews are carried out, examining closed complaints which have escalated to Stage 2 of the process. These audits allow the Customer Experience Team to identify where an escalation was preventable. Improvement actions have been developed to ensure that the customer experience is the key focus. Dissatisfaction from our satisfaction surveys is also reviewed, to identify what we could do better next time.
• A weekly complaint session is in place, providing an opportunity for Investigating Officers to discuss complaints, share best practice, and resolve any issues. Sessions are attended by key members of staff, from One Vision Housing and Sovini Property Services. This is to help improve our approach to the customer experience.

We will continue to collate data and share it with customers on a regular basis to be transparent about our performance, and provide customers with confidence in the services we deliver.

More information about our performance can be found here.