21
OUR PERFORMANCE
319,624
calls were made
to our Customer
Service team.
2,567informal
complaints
were received.
408formal
complaints
were received.
92%were satisfied
with how we
handled their
complaint.
YOU SAID, WE DID!
We don't always get it right and we know there are improvements we
can make to offer you the best service possible. We listened to what you
wanted and worked to implement your suggestions:
YOU SAID
¢ We're unhappy about being
offered a home which didn't have
enough bedrooms for our needs.
WE DID
¢ Updated our mobile working app,
meaning our Housing Officers can
check we've the correct number of
bedrooms listed when carrying out
an inspection on a vacant home.
WE DID
¢ We reviewed our Complaints
Policy, guidance leaflets and forms
to make some key changes:
¢ Updated our Putting it Right
leaflet, explaining that we'll let
you know why a complaint isn't
escalated to a review
¢ Updated our Panel Request
Form detailing what residents
can expect once to happen
once they've submitted the
form
¢ Updated our Case Conference
Form. We'll let you know if a
case is going to Review Panel
and, if not, we'll let you know
why.
YOU SAID
¢ Your complaints policy isn't
clear, particularly around how we
progress our complaint.
YOU SAID
¢ Your post-repair follow up work
and communication needs
improving.
WE DID
¢ Reviewed all our communications.
If follow on work is required from
a repair, the contractor now logs
it whilst onsite at your home.
Our repair team will also call you
immediately to explain what the
next steps and timeline will be.
Optivo Annual Review 2018-2019