Get Connected Autumn Winter 2017

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Building a new complaints
system around you
Getting it right for tenants is our top priority and we’re
making changes to our complaints procedure to make it easier for customers
when things do go wrong. We understand that things aren’t always perfect
and know it’s important to put things right quickly.
Our proposed changes
When you aren’t
happy with the
service, this will be
formally logged as
an expression of
dissatisfaction.
If we are unable to
resolve your issue,
you can raise a
formal complaint
at any stage,
however we will
ask you to justify
your complaint and
give further details.
We will aim to
resolve these
quickly and will
treat them with the
same seriousness
that we do formal
complaints. This
will be an improved
experience with
fewer delays.
A manager will
reply within 21 days
of receiving your
complaint (stage 1).
By logging all
expressions of
dissatisfaction,
we will gain
a better
understanding
of when our
processes or
services go wrong.
If you are unhappy
with the response,
you can appeal
and a Director will
review and respond
(stage 2).
Tell us
We want to hear
what you think of our
proposal. Do you think it
will improve the way we
handle complaints and
are there any changes
you would make?
Please share your
feedback with us.
Contact us
To have your say,
please contact:
Richard Baggott
Customer Experience
Manager
T: 0300 5000 600
E: richard.baggott@
connecthousing.org.uk
If you are still unhappy, you can refer the issue to the Housing Ombudsman. Our new process will
enable us to resolve problems much quicker, which means we can make improvements to our
processes and services. The process will launch next year.
Tackling anti-social behaviour head on
Since we have introduced
a new approach to working
in the community with the
Community Housing Officer
team, we have had greater
success in resolving
anti-social behaviour
(ASB) cases.
Our new approach encourages
neighbours to be considerate
and tolerant of one another,
and supports tenants to
try and resolve issues for
themselves. For serious cases,
we have an Enforcement
Officer who works with
tenants through the process,
keeping them informed of the
action being taken.
This has enabled us to work
more efficiently and gain
better results in enforcement.
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