Learning from complaints

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:

Management of Defects  
Your feedback challenged our approach to how we manage and monitor repairs during the defect period (12 months after the completion of a new build property). 

Your told us that we must get better at capturing, managing, and monitoring repairs during the defect period.

As a result of this feedback, our Development Delivery team have introduced a new internal process to support how we capture, manage, and monitor new repairs. The team has introduced a new mailbox, improved the logging and tracking of these defects and improved communication with customers and contractors. 

Repeat Repairs Issues 

You told us that repair orders are not always being completed within repairs timescales.  

 As a result our Repairs Team reviewed customer feedback and complaints to identify specific areas for improvement and from this we introduced a process to ensure routine work orders are completed within 30 days. A new live repairs report has been created so our team can better support the contractor and customer with any issues to progress the outstanding repair.  

Communication  

Some customers have complained about poor communication. 

As a result we have worked with our operational teams to form a set of standards to improve communication for each service area.

For example, the Customer Experience Team has identified a new process to ensure that emails within our hello@54northhomes.co.uk inbox are responded to within five working days. In exceptional circumstances, during busier times, you will be notified of longer wait times with an automated bounce back. 

We will shortly be publishing all our departmental customer service standards and internal department service standards on the website so that you can hold us accountable. We also publish an annual report on service requests, learning and service improvements.