NEW COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT - HOW WE LISTEN AND ACT TO RESOLVE COMPLAINTS
WE’VE published our new Complaints Performance and Service Improvement report, showing how we’ve been listening and acting on your feedback.
The 2023-24 Housing Ombudsman Service (HOS) Annual Complaints Performance and Service Improvement Report details how we’ve scrutinsed and challenges our compliance against the HOS Complaints Handling Code.
The report outlines how we handle customer complaints – which saw a 10% increase in satisfaction levels during 2023-24, and improvements we’ve made to services resulting from customer feedback.
Access it here: www.muir.org.uk/the-housing-ombudsman
“We’re always learning to improve on what we do,” Jackie Perry, Muir’s Executive Director of Customer Experience (pictured) said.
“By embracing a positive complaint handling culture, we ensure we listen and act on customer feedback.
“We’re supporting staff with our ‘Together We’re Muir’ learning programme to make sure they have the right tools, skills and mindset to resolve and prevent re-occurring complaints.
“This helps us review our ways of working and enhance the services we provide while providing assurance around our compliance with the HOS Complaints Handling Code.”
The report shows how we’ve reviewed:
Our annual self-assessment against the Code to ensure our complaint handling policy meets the requirements.- Analysis of our complaint handling performance.
- Any findings of non-compliance with the Code by the Ombudsman.
- The service improvements made because of our learning from complaints.
- Actions following any annual report about our performance from the Ombudsman and any other relevant reports or publications produced by the Ombudsman in relation to our work.
- Our Board’s scrutiny, challenge and response to the Report.
“Challenging performance has helped us identify risks around our complaints process,” Helen Wordsworth, Muir Board Member Responsible for Complaints (left) said.
“I’m assured we’ve responded to these risks with changes to our customer complaints and feedback policy.
“We’ve used learning from our customers, Internal Audit and Housing Ombudsman to drive improvements to our complaints handling approach by reducing the number of complaints stages and the use of timescale extensions for customer responses.”
You can access the HOS Annual Complaints Performance and Service Improvement Report here: www.muir.org.uk/the-housing-ombudsman