Learning from Complaints
We will use information from complaints to consider our systems of work and how we behave towards our customers. In doing so we will encourage teams to use them to understand how our service is received.
The Housing Division provides summary reports and trend assessments for Councillors and tenants to consider. There is a designated person – the Member Responsible for Complaints – who is responsible for ensuring that the Council’s Executive Board receives regular information on complaints and our complaint handling performance.
A report will be provided annually about complaints performance and a service improvement report. This will be submitted to the Council’s Resources Board and to the Borough Wide Tenants Forum to invite scrutiny and challenge.
Information about complaints and compliments will be provided in our Annual Report.
