Complaints and Performance Group
Finding out where we can make improvements for all our customers
The Complaints and Performance Group
Our customers are the reason we’re here.
Listening to customers, and acting on your feedback, is crucial in helping us to improve what we do and how we do it.
The Complaints and Performance Group looks at complaints, performance, and tenant satisfaction.
Our managers also attend meetings at the groups request to talk about individual services.
What does the Complaints and Performance Group do?
The Complaints and Performance Group plays a central role in our operations. The Group meets four times a year to carry out reviews, compile reports, and give constructive feedback and recommendations based on evidence from our feedback activities. The Group's main scope is to focus on complaints and customer satisfaction responses, which includes Tenant Satisfaction Measures.
Eight customers from our Customer Voice Panels make up the Complaints and Performance Group. The Group is supported by our Head of Customer Experience, and the sessions will be chaired by Robina, who sits on our Customer and Communities Committee. Our Customer Voice Business Partner will record action points during each session and feed them back into the relevant business areas.
Having this in-depth look at our performance highlights where we need to improve, and focuses our solutions with customers at the centre of these positive changes. This is more important than ever now that we're being assessed against the new Consumer Standards and Tenant Satisfaction Measures (TSMs).
As we shape our business for customers, using things such as strategies, policies, and procedures, we ask for the views of our Complaints and Performance Group, to give us ideas from a customer perspective around how we can shape our thinking to suit customers better.
Our strategies and policies
Would you like to help shape our services?
We always welcome more customers who want to be involved! There are lots of different ways to have your say and give feedback on the services we provide. Visit the Customer Voice page to find out more about our Groups and Panels.
You can also sign up to join our feedback group by letting your Neighbourhood Officer know that you want to give feedback during your Tenancy Experience Visit.