Looking at ways to continuously improve our service, we are taking steps to improve the way complaints are dealt with.
Our aim is to resolve customer concerns at the first point of contact and provide a solution agreed with the customer. On the occasions where further investigation is needed, the matter will be escalated to a manager.
We encourage you to feedback on the service to help make improvements, whether that be compliments, complaints or concerns.
After reviewing our internal processes and policies with you and our newly formed Complaints Scrutiny Group we have updated our policies and processes in line with the latest standards after the feedback we received.
The latest standards set out that complaints will be acknowledged within 5 working days to understand and seek and outcome on the issue.
For complaints that need investigating, you will receive a full written response within 10 days of the acknowledgment letter. If more time is needed to investigate, regular updates will be given.
If you are not satisfied with the response, you will have the option to progress the complaint in which we will acknowledge in 5 working days and provide a final written response in 20 working days.
For any advice about complaints throughout the process, we will also provide information and support to you on how to access the Housing Ombudsman service.
Danielle Edwards-Cooke, Head of Customer Experience at Calico Homes said: ‘We are always looking at ways to improve our service and we want customers to be involved in the process of making these changes.
Whether customers want to compliment or complain about our service, the process should be smooth and easily accessible. Any feedback we receive will help is to continuously improve our service, if any customer wants to be involved, please get in touch.’