We recently held a 'Deep Dive' workshop focused on improving how we handle resident complaints within Housing Services.
We’re excited to share our action plan designed to ensure that your voice is heard and that you receive the best possible support:
- We reviewed 23 past complaint cases in detail, to understand their causes and effects, looking at the resident journey from initial contact to the resolution of each case.
- Fifty colleagues from across Housing Services gathered for the workshop, leading to the creation of a comprehensive service-wide action plan.
- Over the next 12 weeks, each service area will implement targeted improvements, culminating in a showcase of our successes in December.
Why Do We Need an Action Plan?
During the workshop, we found that residents emphasised the importance of consistent follow-through when it comes to complaints.
You told us that having access to the right support helps you feel valued and engaged in the process. It’s essential for us to meet regulatory standards, not only for your benefit but for the overall success of our Housing Services.
Next Steps
Each service area will take ownership of their respective action plans, but we’re committed to collaborating as a unified team. Managers will track how each team contributes to these improvements, ensuring that your feedback directly influences our work.
In December we will host a Showcase of Success Session to highlight the progress made and give everyone in Housing Services the chance to see how your input has led to positive changes in our service.
Residents are a vital part of this journey - your feedback is crucial in shaping our services!
