Complaint Service Improvements

The complaints procedure is an opportunity for us to review the policy and procedures which have led to a decision, to check that these have been followed correctly or to recommend changes to these where we learn that they do not work properly. We do learn from our mistakes or where we could do things better, but we also have to follow specific guidelines from the government.   

East End Homes wishes to learn from the complaints received and as such the organisation will consider the ‘learning outcomes’ relating to each complaint as a standard agenda item at management meetings. Where training needs are identified as part of the learning outcomes, these are recorded and progressed by the service manager. 

East End Homes will ensure that an officer will be responsible for:

• Registering and monitoring complaints and performance within response times.
• Ensuring that complainants are updated and informed of any delays in the progression of the procedure and likely revised completion dates.
• Complainants will be asked about how often and in what way they would like to be contacted about the progress of their complaint.
• Receiving comments on East End Homes policies.
• Presenting statistics on complaints performance and presenting these as part of the of the KPI report to the Resident Services Committee. This will include sectional and   thematic analysis .
• Registering the learning outcomes from each complaint. At the completion of each stage, the learning outcome will be recorded and fed back to all previous investigation officers so that service improvements can quickly be incorporated into service delivery arrangements.
• Sending a post-complaint satisfaction questionnaire to the complainant which captures complainants’ satisfaction with how the complaint was dealt with and the final outcome. This information will be monitored quarterly by the Resident Services Committee as part of the Key Performance Information provided.

East End Homes will support all employees (and third parties if this applies) who are responsible or engaged with complaints and complaint handling to act within the relevant professional standards e.g. Chartered Institute of Housing or the Royal Institution of Chartered Surveyors etc.