Complaints and Performance Group
The Complaints and Performance Group
Our customers are the reason why 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 Panel plays a central role in our the operations of One Manchester. The group meets regularly and carry out reviews of our reviews, putting together reports, giving constructive feedback and recommendations based on evidence found in our feedback activities. The groups main scope is to focus on complaints and customer satisfaction responses which includes Tenant Satisfaction Measures.
The Group is supported by the Head of Customer Experience, Customer Experience Manager and Customer Voice Business Partners. Managers from the
Having this in-depth look at our performance highlights where we need to improve and focus our solutions with customers at the centre of these positive changes. This is more important than ever this year, as we start to be 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 Panel, to give us ideas from a customer perspective around how we can shape our thinking to suit customers better. You can find out more about this below.
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.