Providing safe, secure homes, and ensuring the voice of all customers is listened to and acted upon, is fundamental to what we do as your housing provider.
Over the past 18 months we have been making some significant improvements to the way we process and handle all complaints and any incidents of antisocial behaviour.
We’ve highlighted some of the positive changes we’ve made below.
- We aim to take a proactive approach to reports of antisocial behaviour and complaints and as a result earlier this year we appointed a new Customer Performance Team to provide guidance and have oversight of all complaints. This allows us to learn from complaints and implement service improvements within the organisation much quicker than were able to previously
- We also appointed a Customer Experience Manager to review and have oversight of the customer journey throughout our services, ensuring the customer voice is represented within internal and external service delivery
- We have an Antisocial Behaviour Neighbourhood Lead now in place to provide guidance and overarching insight of all antisocial behaviour cases, providing us with those much-needed specialist skills and support
- Johnnie Johnson Housing reviewed and updated the antisocial behaviour policy and procedures
- In July, we updated the complaints (Talk to us) policy and procedure in line with the Housing Ombudsman Service complaint handling code.
- Community Housing Officers and other customer facing colleagues have been provided with antisocial behaviour handling and complaints training during August and again in October this year. Colleagues will continue to receive regular training as and when required.
- Throughout this year, we have provided customers with a calendar of events to enable opportunities to gain insight and feedback. In 2023 we will continue to enhance this approach and hold a range of events and workshops to further enable opportunities for customers to contribute to the way we improve.
We are committed to improving the way our residents experience our services and this is a short summary of some of the improvements we have made internally. We encourage feedback and you can get in touch to have your voice heard through various means.
We have a feedback form and invite you to share your views regularly to allow us to continuously improve.
Useful links:
Report a crime or antisocial behaviour – GOV.UK (www.gov.uk)