Here at 54North Homes we aim to deliver a positive customer experience and we encourage feedback from customers about our service so that we can learn and improve.  We want to ensure we respond to complaints fairly and effectively to create a positive complaint handling culture. 

As part of this culture, we want to give you regular updates on the feedback we've had from both customers and colleagues, the actions we're taking in response to this feedback and the results of these actions. Below are some examples:

What went wrong

What did we learn

What did we do

A common theme amongst our formal complaints in Q1 was that our communication with customers needed to improve

Changes were needed to improve the quality of our communication

Manager led sessions with colleagues on the importance of efficient and prompt communication.

Delivered training on Customer Service Standards focusing on communication and service level agreements.

Implementation of a new ‘call back’ system where customers can request callbacks from colleagues within 5 working days

 

In Q1 we received several complaints regarding the quality of service from our Repairs and Maintenance department

The repairs service needed to improve on some aspects of their service delivery

Clear and concise updates at the monthly Repairs and Maintenance meetings

Efficiency and time management discussions amongst the team

Feedback to the trades team to try and help resolve issues at the first point of contact

We are also strengthening our processes to ensure that we have improved oversight of ongoing work.

Complaints regarding Colleague behaviour in Q1

 

 

At times, customers were not happy with the quality of service provided from our staff members

Colleague behaviour was a topic within our last Team brief where all colleagues attend

Manager led team sessions reminding colleagues of our customer centric approach to service delivery

Reminders on displaying the correct behaviours when communicating with customers

Complaints which are upheld regarding colleague behaviour result in the colleague being monitored following a 121 feedback and reflection session with their manager and appropriate training if necessary

 

 

What went wrong

What did we learn

What did we do

One of our customers informed us via the complaints process that they had been unable to contact a member of their Housing Team as they did not know who they were

We learned the importance of keeping our customers updated with good communication.

In the upcoming customer bulletin for May 2025 there is a piece that covers which Housing Officer is responsible for which geographical area of our stock

We received a complaint regarding enquiry management and delays to a customer receiving a response from us

We learned we need to look at ways of working to improve the resolution time for customer enquiries

We have implemented a set of Customer Service standards. This was published on our website on the 01 May 2025.

Please find the service standards link here
https://54northhomes.co.uk/media/16426/m0144014-appendix-1-cfss-a4-final.pdf

 

One of the complaints we investigated in Quarter 4 regarded Customer Care and how we interact with our customers.

We learned that additional training for colleagues on Customer Care was required and that we should be reminded of our ‘Customer focussed approach’.

This has been discussed amongst our Executive Leadership Team and will be a topic at our next ‘Team Brief’ where all colleagues will be in attendance.