Our new Complaints Resolution Officers are already making a significant impact, strengthening relationships and fostering greater trust with residents.
The team was set up to give residents a more personal service when they make a complaint. Their role is to listen, keep residents updated and help find solutions as quickly as possible.
The results are already encouraging.
For the first time in many months, we have no overdue complaints. We have also seen a big reduction in the number of complaints being escalated to Stage 2 compared with this time last year.
By giving residents a dedicated point of contact and keeping them informed throughout the process, the team is helping to build stronger relationships and greater trust.
We recently received some fantastic feedback for Kirsty, one of our Complaints Resolution Officers.
One resident said:
"I would like to thank you personally for the way you have handled my complaint. After many months of frustration, delays and uncertainty, it was a huge relief to finally feel listened to and taken seriously. Your regular phone calls, emails and updates have made a real difference, and I have appreciated the time and effort you have taken to keep me informed and ensure that the outstanding works were progressed."
This feedback shows how important it is for residents to feel listened to and supported.
A huge thank you to Kirsty and all of our Complaints Resolution Officers for their hard work and dedication. Their commitment is helping us improve services, resolve issues more effectively and rebuild trust with residents.
We know there is always more to do, but these early results show that positive change is happening, and we are committed to continuing that progress.
