Complaints

April - June

You said: We did:
Customers fed back to us that complaint handling timescales were too long.
The Complaints Team has introduced a new escalation process giving the Operational Lead (such as Repair Team Leaders) responsibility for the investigation of the complaint, enabling the complaint handler to focus on responding to the complaint to improve the timescales.
Customers told us they were dissatisfied with outcome of their complaint and that commitments made at complaint closure weren't always being met.
In June, the Complaints Team introduced a new process whereby it takes responsibility for the commitments made on a complaint closure and completes an inspection to check that all works have been completed.