Latest complaints report

10th November 2017

We know things sometimes go wrong, so we look carefully at every complaint and take steps to learn and improve from them where we can. Our latest complaints report has shown the top three areas for improvement are:

  • Repairs: quality of work (27%)
  • Communication: keeping you informed and responding quickly (26%)
  • Housing policy, like your expectations of our role as a landlord (30%)

Based on what you've told us, here's what we're going to do:

• Introduce an automated complaint satisfaction survey, sent out to customers following the resolution of their complaint. We’ll use the insight from this to improve our approach to complaint management and reduce the risk of complaints escalating.

• Continue to have appeals signed off by a Director or Head of Service. This has helped with coaching the team on complaint management, seeking resolution and reduces the risk if it escalates to the Ombudsman.

• Introducing a skills matrix to understand the level of knowledge in our customer success centre and help us make sure we have the the right skills in the right place

• Quality monitor all customer contact to increase the number of queries resolved first time

• Use systems to record what activities are due to keep customers informed and make sure issues are dealt with by the right person in a reasonable time, to make sure no customer is left waiting for an update. A new business-wide dashboard has been developed to make all employees accountable for the queries they manage and training sessions have been given to all managers and heads of service

• Develop our 'voice of the customer' programme. This covers digital services, inbound contact, caretaking and repairs

• Implement an 'intelligent search' function on our website to help you find the information you need and understand our processes more easily

• Drive improvements in repairs by mapping out the customer repairs journey and working on how to keep customers informed, be clear about what we will repair and also fix things first time. We’ll also be working with our partners to enable them to provide information on jobs in real time and arrange for any follow-on work to be booked in directly from customers’ homes. We’re aiming to improve first-time fixes for repairs by providing operatives with clear work descriptions and photos.

Our customer success team has had extensive training and we’ve already seen improvements in taking ownership of queries and setting expectations up front. We’ll continue to coach and monitor our employees to provide the best possible service. We’re aiming to resolve 80% of queries first time this quarter. 

If you’re not happy with our service, we’ll aim to put things right and resolve your issue quickly (you can expect to hear from us within two working days). If we’ve caused any problems we’ll say sorry and give you a full explanation.  If it’s going to take us a bit longer than two days to sort things out we’ll let you know. 

Your options
If you feel there are still things we need to put right, we’ll look again at your complaint. There may be some new actions we can take to move things forward. We’ll always try to reach a decision fairly. If you don’t think we’ve done this, you can ask your Ward Councillor or MP to review your query independently. If you live in the borough of Richmond, you can contact the Tenants’ Champion. For more information, visit

The Housing Ombudsman is a free, independent service that was set up to look at complaints about housing organisations. You can write to them eight weeks after you receive our response - or the Tenants’ Champion may contact them sooner, if you’re OK with this.
Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN

We’re committed to resolving your issue brilliantly and quickly online. If you need help with anything, drop us a line via the ‘contact us’ page.

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