Customers challenging us on complaints
The Customer Complaints Panel (CCP) might sound like a group of people who enjoy having a good moan but, in fact, the opposite is true. This dedicated band of volunteers meet regularly to monitor the complaints we get from you. They make sure that everyone who makes a complaint is treated fairly, and that we follow our complaints process to the letter.
Sounds like a challenging task you might say. But the good news is that we don’t get as many complaints as other similar-sized housing providers do.
During the 2017/8 financial year we received 468 complaints – which means that just 1.3% of you were unhappy with us. Even so, the Panel is keen to find ways to keep improving our services. It looks for trends and meets with senior managers to talk about complaints and pinpoint the causes.
Jayne Simpson, Complaints Manager, works closely with the Panel. She says that members have different ideas and work hard to make sure the right procedures are followed. She says:
“The Panel is another ‘pair of eyes and ears’ and members are keen to see us learn and improve, so that everyone gets a good service. The group is great to work with and members always come to meetings with a ‘can do’ attitude, ready to challenge us.”
Would you like to join the Customer Complaints Panel? Then find out more by contacting Elaine Warwick at bpha on 01234 221327.