Customer resolution
The Customer Resolution team is the point of contact for customers who are unhappy with the standard of service, actions or lack of action by Wolverhampton Homes or those acting on our behalf, where this affects an individual resident or group of residents. The team ensures complaints are addressed fairly, effectively and promptly.
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What the team does
The team is committed to providing a high-quality customer service and will deal with complaints in a fair and impartial way. It aims to:
- be fair – treat people fairly and follow fair process
- put things right
- learn from outcomes
The team aims to resolve complaints quickly. Wherever possible, this is done at the first point of contact with a customer, either by our customer services team or by the relevant service area. If the matter cannot be resolved quickly, the team moves to a two-stage complaints process.
A customer can nominate a trusted person, relative or advocate, such as a councillor, to contact us on their behalf.
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How this benefits customers
Our complaints policy and procedure has been assessed against the Housing Ombudsman’s latest code of practice to ensure compliance. We pride ourselves on operating a fair and transparent process, where the customer remains at the heart of everything we do.
Our Customer Involvement Panel also takes an active role in reviewing our learning from complaints, ensuring the customer voice is heard.
We review and learn from complaints and recent actions include IT developments, information packs and FAQs for customers.
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What customers can expect
The team aims to acknowledge customer complaints within five working days. Wherever possible, complaints are resolved at this stage.
The team acknowledges a Stage 1 complaint within five working days of receipt.
It aims to respond fully in writing within 10 working days of the complaint being acknowledged.
If a customer wishes to progress to Stage 2, they must confirm this within 20 working days of the team’s response to the Stage 1 complaint.
The team aims to acknowledge the Stage 2 complaint within five working days of receipt.
It aims to respond fully within 20 working days from the day the Stage 2 complaint was acknowledged to confirm our decision.
The team contacts the customer if the complaint is to take longer than 10 working days and provides the reasons for the delay. It confirms the extension of the investigation with the customer, agreeing a new response date within the next 10 working days.
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How we measure success
Through the Tenant Satisfaction Measures, which measures how our customers feel about the work we do.
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How we continue to improve
By listening and responding to feedback from customers, the business and the Housing Ombudsman, to continually refine our process in the handling of complaints.
- How the team's work fits within the Consumer Standards