About Lewisham Homes > Our performance > Learning from customer feedback
Learning from customer feedback
We have a process for our staff and managers to effectively demonstrate that we learn from customer feedback and make improvements to the way we deliver services. We receive feedback from residents in a variety of ways including complaints, mystery shopping and customer satisfaction surveys.
At team meetings across the organisation staff and managers are now discussing and analysing complaints, surveys and mystery shopping and agreeing actions to address issues that have been highlighted by residents. This is coupled with improvements to our complaints handling system which will help us to tailor responses more effectively in line with customer needs.
Over time, this approach to learning from customer feedback will increasingly help to shape and improve the service that we deliver to our residents.
Below are some examples of changes we have made as a result of feedback that you have given to us.
You said | We did |
| Through a survey a resident raised the fact that Repairs Services were not able to assist in finding a tradesperson to carry out an internal repair that was the responsibility of the tenant. | Our Repairs staff have now been provided with details of an organisation that can help residents find a reputable tradesperson to carry out repairs that are their responsibility. |
| The family of a deceased tenant highlighted the need to improve the way in which we deal with managing the process of ending a tenancy following the death of a tenant. | This procedure has now been changed and the letter has been reviewed and rewritten. Next of kin are now given two weeks to make appropriate arrangements and return the keys. |
| Residents provided feedback around the standard of caretaking services on particular blocks. | We increased monitoring of caretakers duties and regular assessments where specific concerns are raised by residents about standard of service being provided. |
| Residents have raised concerns about the response time when contacting our out-of-hours Repairs Services. | We have recently engaged a specialist company to take our out-of-hours repairs calls. This company has an excellent track record in this field and has also significantly cut costs. |
Improving the way we deal with complaints
Following a review of our complaints service, we are now delivering more training to staff to improve the way complaints are dealt with. We have also:
- Reduced the timescales for us to respond to Stage 2 complaints from 20 days to 15 days.
- Joined a complaints benchmarking group to compare our performance with other organisations.
- Improved the questions we ask in our complaints customer satisfaction survey and changed to a phone survey from a postal survey to improve speedy feedback.
- Revised our complaints procedure to give better guidance to staff.
We have also made changes to the system we use to record complaints to allow us to:
- Analyse how we have resolved complaints previously and which issues come up most frequently, using this information to help improve our services.
Check that we complete the actions promised to resolve a complaint. Know our customers better – who is using/not using the service
