We’re committed to providing the best possible customer experience, and that means taking all feedback, especially complaints, seriously. Every piece of feedback, whether positive or negative, helps us understand where we can enhance our services. To ensure we’re meeting your expectations, we regularly survey customers who have made a complaint to find out if they were satisfied with the experience. We then carefully monitor the results of these surveys, using the insights gained to refine our processes and training, ultimately aiming to provide the best possible service to our customers.

Complaint satisfaction

Satisfaction figures for complaints year to date:

While overall satisfaction has seen some fluctuation, satisfaction with both the Investigating Officer and the outcome of complaints has shown positive trends. We are continuing our efforts to reach our target satisfaction levels in these areas.

Improvements & Lessons Learnt

Day-to-day repairs, which can include urgent or routine maintenance such as fixing leaks, replacing broken fixtures, or repairing damaged walls, received our highest number of complaints. These complaints were largely due to delays and communication issues. To improve customer satisfaction with this service area, OVH worked closely with their contractor, Sovini Property Services (SPS), to implement the following measures:

• Rolled out Communication Workshops to all SPS Office Staff, Operatives, and Apprentices.
• Shared positive customer feedback with staff and wider group.
• Implemented a process to acknowledge negative feedback and action taken.
• Created a Complaints Channel to provide visibility to managers and ability to assign tasks to managers in SPS, to aid with complaint investigations.
• Implementation of ‘No reply’ scheduler email and templates to send appointments to customers.
• Staff received training during Toolbox Talks (staff meetings) on how to maintain current information on PDAs and provide timely updates to customers regarding appointments.
• Post inspections to establish causes of dissatisfaction.
• Outbound Survey Assistants received training, including examples and guidance, to equip them to answer customer questions about various workstreams, such as void specifications.

Customer priorities

Between April and December 2024, we surveyed 858 tenants and residents through our STAR Survey (of tenants and residents). We asked them to identify their top two priorities from the list below, focusing on the things that matter most to them.

The ‘Other’ priority from above is summarised below:

• Safety and security of homes / neighbourhoods.
• Communication and responsiveness.
• Maintenance and repairs.
• Customer Service.
• Conditions of properties.

Join Our Complaints Panel!

We’re looking for dedicated individuals to join our Complaints Panel and help us improve our services. As a Complaint Auditor, you’ll play a vital role in reviewing customer complaints to help us improve our service offer. This is a fantastic opportunity to make a real difference in how we address concerns and enhance our customer experience.

Contact the Customer Experience Team for more information.