Learning from our complaints

You said: It was frustrating not knowing when someone would come back to finish repairs if more work or materials were needed.

We did: Our tradespeople now call our Scheduling Team while still at your home to book the next appointment straight away.

What changed: You now know when we’ll be back, getting this information on the same day. 

You said: You wanted to choose your own appointment time for gas servicing and electrical checks, instead of being told when it would happen. 

We did: We’ve made it easier for you to book, confirm, or reschedule these appointments online or by phone. 

What changed: Complaints about this have gone down, and we’re keeping an eye on it to make sure it continues to improve. 

You said: You wanted better communication after reporting damp and mould in your home. 

We did: We now use a system called Voicescape to keep in touch with you after repairs, checking in to make sure the problem hasn’t come back. 

What changed: We’re monitoring this system to make sure it works well. You can also visit our damp and mould advice page for more help. 

You said: Tradespeople didn’t always have the right materials in their vans, which caused delays.

 
We did: We’ve improved how we stock our vans, making sure they carry the right materials to complete repairs in one visit. 

What changed: We now regularly update van stock so our teams are better prepared to fix things the first time they visit. 

What you said: Following a fall in their home, a customer said they didn't understand fully how their Telecare equipment works and what it offers them.

What we did: All customers who receive Telecare equipment from us will be supplied with detailed information about the service and the equipment to ensure they get the service they need when they need it.

What changed: We've not received any similar complaints but we'll continue to monitor and make changes if necessary.

What you said: You pointed out that there is nothing to explain the 53-week rent year and Universal Credit in the rent increase letter. You needed to approach us to find out why there was difference between housing costs and monthly rent.

What we did: We added a page to our website to explain this to customers.

What changed: This will be included in our rent increase letters relating to the next 53-week rent year. 

What you said: You suggested that we make the wording of tenant arrears letter less harsh, so as not to cause undue distress.

What we did: We have been working on a new first arrears letter and will monitor customer feedback and its success in engaging with customers without causing undue distress. 

What changed: We will continue to monitor feedback on the wording of the letter and make any necessary changes.

What you said: A customer’s father complained that his son, who had learning difficulties, was very distressed when our Grounds Maintenance team arrived without notice.

What we did: We updated the customer’s records and arranged to provide advance notice of visits, so, if necessary, he can be prepared for the visit. 

What changed: The customer’s father has since thanked the team for the changes which have helped his son better cope when we have Grounds Maintenance visits.

What you said:

Feedback from customers indicated that we're not responding to complaints in agreed timescales. In some of the cases determined by the Ombudsman, they found that we had not met the agreed timescales.

What we did:

This has been a significant area of focus across all teams and we have taken extensive action:

·       Implemented alerts before deadlines for colleagues

·       Introduced weekly performance reporting to check progress

·       Provided one-to-one guidance and training to colleagues to ensure they meet timescales. This includes extensions and maintaining contact with customers 

What changed:

This has resulted in a notable improvement in our performance. We responded to over 98% of complaints on time for the last four months of 2023/24.  We’re seeing fewer customers raise this issue on more recent complaints too.

What you said:

Customers shared that our complaints process needs to be easier to understand and more accessible. Our Resident Committee and Strategic Equality, Diversity and Inclusion Lead reviewed our customer materials. They gave feedback on how we can improve them.

What we did:

We refreshed all our customer complaint materials. Our leaflet and video are now much shorter and easier to follow. The leaflet is available in an easy read format. We’ve developed a visual infographic and offer a translation service too. All information is also on the website where customers can use the Recite Me accessibility tool which allows visitors to customise the content so that they can read and understand it in ways that work best for them.  

What changed:

We now have a more succinct leaflet and video. We also have a plan of more ways to improve accessibility for customers. This includes providing these materials in more languages. 

What you said:
You challenged the appointment windows advising that you didn’t feel they were specific enough and that missed appointments could often be avoided if you had a better understanding of when the operative would attend – examples include a 24-hour non-specific window for emergency call outs and our standard 4-hour timeslot.

What we did:
We reviewed our current processes and data behind missed and cancelled appointments. We investigated best practices across various industries regarding appointment success rate.  

What changed:
We are investing in new technology that will enable us to provide you with a “Operative on Way” alert. This will allow you to have a more accurate timescale of when the operative will arrive at your home.

What you said:
Your feedback challenged our approach and processes for investment works - which is where we would take a proactive approach to making improvements to our homes to ensure they are great places for our customers to live. This was a particular issue for customers and family members who have specific vulnerabilities or additional support needs.

What we did:
We've reviewed our processes for assessing vulnerabilities at the start of planned works, for example we will discuss with you any reasonable adjustments that need to be made pre, during and post works; making sure this is captured on our internal systems accurately and communicated effectively to our colleagues. We have also reviewed the information that is provided to customers and how this is communicated.

What changed:
​​​​​​​We are working to refresh our processes and documentation throughout our investment programmes. We have started colleague training to raise awareness of customer vulnerabilities and how we can support them, and we have identified Customer Liaison Officers and On-Site Managers who will act as champions for this. 

What you said:
You reported repeat or similar issues in relation to our repairs service e.g., multiple repairs could be recorded in relation to the heating system, however they could be slightly different in nature so not be immediately identified as a “repeat issue”.

What we did:
We reviewed the data behind multiple visits for similar issues, and how it could be possible to identify these issues at an earlier opportunity.

What changed:
We are investing in new technology that will analyse repairs reported to us. This system will actively identify possible repeat issues so that our teams are aware and can investigate to provide a resolution in full. 

What you said:
We received complaints about the wait times on the telephone to our Customer Relationship Team (0808 service).

What we did:
- We agreed a service level with our customers which we report on.  
- We reviewed our operating hours and expanded them.
- We brought in more colleagues and cross trained them across all call types.
- We changed the shift patterns to improve the service.
- We also provided more automated services such as payments on the IVR (touch tone phone system) so customers could do this without speaking to us, if that was their preference.

What changed:
We have a clear standard / promise to our customers and have responded through more effective resourcing and alternative approaches to improve the service level.

What you said:

The Development Delivery team are responsible for going out to find land that is suitable to buy, securing funding to build new homes, and working with our contractors to make sure everything is done right

We worked with our them to look at your feedback related to their area, helping them to identify specific areas of interest in relation to customer dissatisfaction and complaints.

What we did: 

The Development Delivery team reviewed the customer feedback and complaints to identify actionable tasks and areas for improvement and learning. The team reviewed the way the department is currently run to raise awareness of complaints and improve accountability within the team.

What changed:

The Development Delivery team have now built complaint learning into their existing ways of working. The team work collaboratively with housing and sales colleagues across Karbon and York Housing Association to manage any new build related complaints, so that when they come in, the team can support with any development and operational aspects. 

The team use the customer feedback as part of their service delivery programme and success measures, such as defect monitoring, management and resolution tracking for in-house teams, contractors and developers.