In the first week of April, we launched our Complaint Action Pilot.
The pilot is a focused initiative aimed at improving how we follow through on actions that are agreed in our complaint responses.
For an initial three month period our Complaint Action Pilot team will be testing new ways of working, gathering insights, and identifying opportunities to enhance our service.
Our Head of Customer Service, Rich Deacon, said: “We know from listening to feedback that we need to improve the way we handle complaints and issues which are raised by our customers.
“From the outset of the pilot, we’ve had two key aims: to improve the way we communicate with customers about any resolutions offered and to ensure any agreed actions were taken.
“I am pleased to say that in April we received 199 fewer Stage 1 and Stage 2 complaints compared to the month before. While allowing for seasonal trends, it is evident that adapting some of our processes through the Complaint Action Pilot is delivering results.”
The impact of the pilot is being felt by our customers too, here is some recent feedback received by the team:
"It feels like this is one of the first times I’ve received such a clear update, and I really appreciate it."
“Thank you for the update, I now think this repair is going to be completed.”
Reflecting on a successful first six weeks, Adam Lapham, our Continuous Improvement Manager who is leading the Complaints Pilot Team, said: “I would like to thank the whole team for their tremendous efforts so far and in particular Emily Odinius who recently went on maternity leave. Emily made a huge contribution to the early success of this pilot and I hope to build on this.”