We’ve been working with a group of customers to set up a Customer Complaints Panel. The panel will help us review complaints, understand what we can learn from them and shape service improvements. We’re really pleased to have customers involved, supporting us to improve the experience of raising a complaint and helping us make wider service improvements based on what customers tell us.
One complaint raised concerns about how we asked a customer to provide evidence of anti-social behaviour using diary sheets. The customer told us she was unable to complete written diary sheets due to health reasons.
Following this feedback, we’ve updated the wording on our diary sheets to make it clearer that customers can get in touch if they’re unable to complete them. This allows us to talk through alternative options that may work better for them. We’ve also bought more Dictaphones so customers can record information in a way that suits them.
We received several complaints from customers living in one block relating to service charges, communal waste management and anti-social behaviour. In response, we arranged a residents group meeting, bringing together colleagues from across Abri to listen directly to customer concerns.
This also gave us the chance to explain our approach and what we’re doing to address the issues raised. Ongoing conversations and feedback have helped us agree an action plan and set up more regular communication, ensuring customers are kept informed.
Following another complaint, we’ve updated our Repairs Policy to make repair timescales clearer, so customers know what to expect. We’ve also strengthened our quality checks. As a result of complaint learning, we now inspect all contractor‑completed work on empty homes in the London region, bringing this in line with what we already do in other areas.
Feedback from customers via complaints has highlighted concerns about the time taken and quality of work for specialised windows in the London region. In response, we’ve appointed a new specialist contractor to improve both service quality and delivery times for customers.
If you're interested in becoming a member of the complaints panel, or getting involved in one of our other panels, simply complete this form and the Resident Involvement team will be in touch.