A new way of dealing with complaints

Board Tenant Partnership H ka

Our customers are at the heart of everything we do. We are committed to understanding the diverse needs of our customers and ensuring our services can be personalised to you – so every customer receives the best experience.

We have introduced a new approach to customer involvement and empowerment, bringing together involved customers from each of our legacy organisations to design a new Customer Voice Framework which provides even more ways for customers to get involved. This gives you the opportunity to help shape our policies and strategic priorities, impact decision-making around how services are delivered and setting service standards, scrutinise our performance and make recommendations for improvement, among much more.

Part of this is streamlining our complaints procedure. We now have a Customer Voice Advisor in place who has taken ownership of complaints and will act as a central communication point between you and Beyond Housing colleagues. This means that however you provide your feedback, whether it’s through a letter, phone call, social media, our website or any other method, your complaint will be dealt with by the same person in the same way.

We have introduced a new Stage 0 to the process. This allows us to deal with your complaint in the most efficient way for you.

 

Stage 0

Our Customer Voice Advisor will get in touch with you to gather all the information on your complaint. They will agree a timescale with you to complete the complaint and will keep you informed throughout the process. They will coordinate with the colleague in the relevant department to come to a solution for your complaint.

If we fail to bring your complaint to a successful conclusion, in the timeframe agreed with you, then we will move the complaint to Stage 1.

 

Stage 1 – 10 working days to complete

Our Customer Voice Advisor will get in touch with you to gather all the information on your complaint. They will coordinate with the colleague in the relevant department to come to a solution for your complaint.

 

Stage 2 – 10 working days to complete

If the resolution is not accepted at stage 1, our Customer Voice Advisor will escalate your complaint to stage 2. They will coordinate with a more senior colleague, the head of the service your complaint relates to, to come to a solution for your complaint.

 

Stage 3 – Up to 6 weeks to complete

If the resolution is not accepted at stage 2, our Customer Voice Advisor will escalate your complaint to stage 3. They will coordinate with our Complaints Panel, made up of involved customers, to set a date for you to attend a meeting with the panel at a neutral venue. The Customer Voice Advisor will compile the details from the hearing and send you a response.

If you have any questions about this or want to get involved, please email customer.feedback@beyondhousing.co.uk.