Annual Report 2021-22
Learning from feedback
We want our customers to love living in one of our homes and neighbourhoods. However sometimes we know we don’t always get it right, and customers may not be completely happy with the service we provide.
Customer feedback helps us drive improvements for everyone who lives in an FCHO home and local communities, and helps us as we strive to be an excellent landlord.
complaints received
stage 1 complaints responded to within target of 7 days
stage 2 complaints responded to within target of 15 days
of customers found it easy to make a complaint
of customers felt that our response addressed all aspects of their complaint
of customers were happy with how we handled their complaint
You said, we did
Feedback is a learning opportunity for us to improve services to customers. Here are some of the suggestions customers made in 2021/22 about ways to improve and what we have done in response.
You said Our Contact Centre team is not always clear about which repairs are our customers’ responsibility, and which are FCHO’s responsibility.
We did
We have reviewed the training to help our Contact Centre team diagnose repairs, and understand which repairs are the customer’s responsibility.
You said Customers are not always fully informed about changes to repairs appointments and missed appointments.
We did
We have introduced a new process to make sure any appointments that need to be changed or that we miss are rebooked as soon as possible so the repair is completed to the customer’s satisfaction as quickly as possible. We also review the impact the delay has had on our customers and where appropriate, we offer compensation in line with our compensation policy.
You said Sometimes major repairs work undertaken in neighbouring, unoccupied properties is noisy and you wanted to know what you could do about it.
We did
We have produced an information leaflet which is shared with neighbouring homes, before we begin major repair work at an unoccupied property. This informs neighbours of planned work, outlines what they can expect while work is ongoing and makes it clear who they can contact if they have any concerns.