Comments, Compliments and Complaints

Feedback is really important and shows we are listening to our customers. Solving problems before they escalate and knowing when we get it right is vital. ?Comments - Offer guidance. Compliments - Tell us when we are doing things right. Complaints - Help us improve.

Handing a complaint - here is a quick reminder of some of the key parts of the process that we need to get right consistently:

• Acknowledge the complaint (by letter, e-mail or phone) within one working day
• Complete your investigation and send a written response within 15 working days wherever possible.
• If the issues are more complex and will take longer, send an interim response
• Record your actions and attach letters/ emails on Open Housing. The User Guide for doing this is on the intranet, under 'Need to Know/ Comments, Compliments, Complaints'.

It is also important to think about the experience of making a complaint from the complainant's point of view. Things like:

• Speak to the complainant, in person or by phone, rather than just dealing with it in writing. Find out what they would like to happen
• Ask whether they have a preferred form of communication
• Take a sympathetic and constructive tone, regardless of what you think of the rights and wrongs of the case
• Gather all evidence relevant to the complaint and the customer circumstances
• Make sure your communication explains the status of the complaint and the actions planned/taken.

Compliments

If you receive a compliment (verbally, by e-mail or any other way) just forward it on by e-mail: compliments@advanceuk.org

or text to: 07703 821022.

You can forward compliments received yourself or on behalf of a colleague. It just needs to say who the compliment is from, who it is to and what it is for.

These will be gathered together and we will publicise them on a quarterly basis along with the PRIDE awards. Just to say well done and to recognise the good work going on day in day out across Advance.

So take 30 seconds to forward on any compliments received!

Contact: complaints@advanceuk.org

Content Owner: Serena Lincoln Martin