Learning from Complaints

We know how important it is to learn from the complaints that we receive, and to deliver changes to our services as a result of this. This page contains various examples of where we have learned from complaints we have received, broken down into three stages.

  • Listen — We listen to what our residents are complaining about, and spot patterns in regular complaint topics.
  • Learn — We recognise how we can respond effectively and improve our services to prevent future dissatisfaction.
  • Deliver — We make the relevant changes and implement effective solutions.

Repairs

Listen

We acknowledge the feedback from residents, which highlights concerns about our repairs service:

  • 43 of 95 Stage 1 complaints (45%) between July and September 2024 were related to the delivery of repairs.
  • Residents have expressed concerns tied to the mobilisation of the new contractor, a known challenge during large contract transitions.

Learn

We recognise the need for continuous assessment and improvement:

  • Understand that while teething problems are expected, proactive monitoring is essential.
  • Collaborate with residents to gather insights on specific issues impacting the repairs process.
  • Analyse complaint trends to identify recurring issues and areas requiring immediate attention.

Deliver

We are committed to implementing effective solutions to improve the service:

  • A comprehensive Improvement Plan is being developed in partnership with residents and the repairs contractor.
  • Ongoing monitoring to ensure improvements are made and sustained.
  • Clear communication with residents regarding progress, timelines, and expected outcomes for repairs.

Customer Service

Listen

We’ve heard our residents' concerns regarding staff interactions:

  • 38 of 95 Stage 1 complaints (40%) between July and September 2024 highlighted dissatisfaction related to staff behaviour or perceived lack of action.
  • Residents’ feedback underscores the need to improve communication, responsiveness, and overall customer service.

Learn

We recognise the importance of continuous improvement in customer service:

  • This feedback reinforces the focus on the ‘Improving our Organisation’ theme within our Business Plan.
  • The need to embed Values and Behaviours is essential, supported by tailored training and development programs.
  • Resident input is integral to developing service standards that outline clear expectations for the landlord’s service delivery.

Deliver

We are implementing key initiatives to enhance service quality and responsiveness:

  • Customer service training focused on values and behaviours was delivered in January 2024 to reinforce staff awareness and skills.
  • Dispute resolution training will be delivered to equip staff with the tools needed to handle conflicts effectively.
  • Service standards, developed in consultation with residents, will set clear expectations for the quality-of-service residents should receive, ensuring accountability and transparency moving forward.

Complaints Handling

Listen

Feedback from residents highlights dissatisfaction with our complaints handling process:

  • Only 27.5% of respondents in 2023/24 reported satisfaction with South Essex Homes' approach to complaints handling.
  • Key concerns included inconsistent service and missed response deadlines for complaints.

Learn

We understand the need for significant improvement in handling complaints:

  • A consistent service approach is critical to building trust and improving satisfaction.
  • There is a need to train staff in effective complaints resolution and making reasonable adjustments in line with policy to ensure inclusivity and accessibility.
  • Onboarding a new complaints handling team provides an opportunity to reset and improve service delivery.

Deliver

We are taking clear steps to enhance complaints handling and resident satisfaction:

  • Training for the new complaints handling team is underway, focusing on effective resolution techniques and adherence to response timelines.
  • Training on the Reasonable Adjustment Policy is being developed to ensure all residents' needs are met fairly and inclusively.
  • We anticipate an increase in satisfaction, with early improvements already leading to a rise in satisfaction to 35.8%, demonstrating the positive impact of these changes.

Proactive Communication regarding Home Insurance Claims

Listen

We have heard residents' concerns regarding damp, mould, and condensation issues:

  • Residents were unaware they needed to claim on home insurance for redecoration following damp or mould damage.
  • Feedback indicates the need for clearer, more proactive communication on what constitutes an insurance claim.

Learn

We acknowledge the need for improved communication and support:

  • Residents require clear guidance on home insurance claim processes, particularly when damage may fall under personal insurance coverage.
  • Early, transparent communication can reduce confusion and frustration during the complaints process.

Deliver

We are enhancing our approach to support residents with insurance claims:

  • A claim form will be included with Stage 1 complaint responses where there is a potential for an insurance claim to streamline the process and ensure residents have easy access to necessary documentation.
  • Information sheets are being developed offering clear instructions on how to proceed with a claim.
  • Ongoing efforts will focus on proactive communication, ensuring residents understand what may constitute a claim and how to navigate the process effectively.