Annual complaints report

The RHP Board’s response to this report, and our Complaint Handling Code self-assessment is as follows:

"We acknowledge the recent complaints report and recognise the importance of managing complaints as a vital opportunity to listen to our customers. We understand the necessity of acting and responding quickly to address concerns.

"Key learnings from this report highlight the importance of maintaining accurate and comprehensive records, especially regarding customer vulnerabilities and service adjustments. By doing so, we ensure that every customer receives the appropriate support and service from us. Also providing customers with clear, timely updates is key to us improving our service and is captured in our lessons learnt improvement plan.

"We value the insight gained through complaints and determinations made by the Housing Ombudsman Service and it’s vital that we act quickly to address immediate issues and learning, whilst also implementing long-term improvements for our customers. Effective complaints management is central to our commitment to improve customer satisfaction and is an important area of focus for RHP."

RHP meets formally with the Tenants' Champion, Cllr Paulina Vassileva every six months to review all Tenants’ Champion cases. We've held digital ‘round tables’ to discuss individual case-related matters and trend-led conversations.

The Complaints Team are supported by relevant business owners to make sure Cllr Vasileva hears first-hand from the areas of the business that are driving contact to her office.