Connexus Annual Report 2022

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Listening to ourcustomersFeedback is important. It allows us to identifywhere we need to improve and understand whenwe’re doing well. Our aim is to always provide ahigh standard of service, but when our work (or thework of our contractors) is not up to an acceptablestandard then our customers have the right tocomplain.We’ve been building on the principles laid down in ourcomplaints procedure and policy, first launched back inJanuary 2021. That means working harder than everto resolve issues reported by tenants in a timely andsatisfactory manner. Moving forward, we will continue todevelop our complaints policy to ensure that we continueto deal with any complaints fairly and effectively.Call waiting timesFollowing feedback around call waiting times anddissatisfaction to colleague responses , we have:• Reduced the time the customer service team havebetween calls, so they are available for calls moreoften• Taken on additional customer service advisers whohandle the calls about repairs• Appointed a customer service adviser to train othercolleagues on the most efficient use of our computersystems• Refreshed training approach for new colleagues• Worked with ICT to review the telephone system andaddress intermittent quality issues that impact on theability of colleagues to deliver the service effectively.Being clear about what we can and cannot doComplaint feedback showed that we need to be clearerabout what Connexus can and cannot do about antisocialbehaviour (ASB). We found that the expectationsof the person reporting ASB were different from whatwas possible, leaving them feeling like we have not actedas we should have (i.e. evicted the person causing theproblem). We are working with the communications teamto provide information and articles on ASB, focusing onwhat we can/cannot do and to encourage reporting, bothto Connexus but also other agencies such as the police,environmental health teams and local authorities.Proactive, not reactiveComplaints and feedback show that we are often reactiverather than proactive. Earlier this year we held a customerfeedback forum, considering opportunities to change this.The group discussed simple things like letting customersknow about any work taking place that could impact them,or if we became aware of something that could affecttheir home that we get in touch. This will take time toimplement. However, there are opportunities to do simpleproactive work immediately, and where these are seen,the Head of Communities and the Customer ServicesManager are highlighting them to the relevant area of thebusiness.The themes of complaints for repairs match the themes incustomer satisfaction surveys. We are therefore taking aproactive approach and where a customer raises an issuein a survey, the respective team is notified so that theycan act to address the issues.4
Feedback received573Compliments received167Complaint outcomes:Complaintsreceived53Number of customer contacts90,84219 complaints were not upheldPercentage of calls resolved first time90.20%18 were partially upheldRead our self-assessment against the HousingOmbudsman Complaint Handling CodeYou can read the Connexus complaints selfassessmentby visiting the documents section of theConnexus website. The self-assessment explainshow Connexus meets the Housing Ombudsman codeand gives examples of learning and how customerfeedback is used to improve our service.If you do not have access to the Internet, you canrequest a copy of the complaints self-assessment bycalling 03332 31 32 33.The Housing Ombudsman Service, who canprovide help and support can be contacted:By phone: Tel: 0300 111 3000 / 9.15am-5.15pm:Monday to FridayBy post: Housing Ombudsman Service, PO Box 152,Liverpool L33 7WQBy email: info@housing-ombudsman.org.ukOnline: https://www.housing-ombudsman.org.uk16 were upheldThe most common things complained about bycustomers were:• Communication issues• Issues relating to outstanding repair ormaintenance work• Dissatisfaction with a response to an enquiryor complaint• Relating to damp/mould/condensation issues• Response time for repairsThemes customers mentioned in complaints,but less often were:Conduct, re-occurring issues with repairs, servicecharges, ASB related issues, failed appointments,policies, compensation, prioritisation, GDPR andcommunal cleaning.Improving the customer experienceOver the next 12 months we will be focusing our efforts on the following:• Helping to make it easier for our customers to contact us, get access to information and answers to questions andqueries. This will involve enabling customers to access more things on-line 24/7 as well as improving how we dealwith “in person” and telephone calls during working hours.• Working with customers to collect additional data so that we understand what individual household needs are andhow we can best provide support. We are keen, for example, to fill some of the Connexus careers opportunities byrecruiting customers and so we may ask about your skills and experiences so we can best target our jobs.• Developing and agreeing with tenants what we mean by our “customer offer”, setting out expectations of whatConnexus will do and what expectations we have of customers.5
Page 1 and 2: AnnualReport 2022
Page 3: Safety in focusHealth and safety wi
Page 7 and 8: What we’re working onSome of the
Page 9 and 10: Craven Arms Youth GroupCraven Arms
Page 11 and 12: Tenants Voice 2022Tenants Voice was
Page 13 and 14: Our repairs and maintenance service
Page 15 and 16: Minsterley, Shropshire• 16 proper
Page 17 and 18: Meet our apprenticesHere’s what s
Page 19 and 20: Balancingthe booksA strong financia

Connexus Annual Report 2022

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