Complaints and all other types of customer feedback are extremely important to Abri. They help Abri to understand their performance and to focus on new ways of improving the services they deliver. Abri aims to treat each complaint as an opportunity for learning and as such, they will also ensure that any learning outcomes are captured and where appropriate, implemented.
Recognising that the complaints policy and procedure have recently been reviewed, tested and revised by Abri following the changes to the Housing Ombudsman Complaint Handling Code, the project group agreed to focus their review on the customer experience of the complaint handling process.