What each category of feedback means
It’s important that we deal with your feedback in the appropriate manner. Our Complaints and Feedback Policy categorises feedback in these ways.
An expression of dissatisfaction about a standard of service, actions or a lack of action, by the organisation or staff, affecting an individual customer or a group of customers. We have a ‘blame free’ culture that allows us to learn from our mistakes and improve our services and their delivery. When we make a mistake, we should be able to acknowledge it, apologise and rectify the situation as quickly as possible.
Request for action
Not a complaint but a request for us to take action under the relevant service standard and dealt with by a housing officer. If we don’t responded to a request for action, it would become a complaint.
A positive comment about a particular service, process or member of staff. Its always nice to be told when things go right, so if you are particularly pleased with something that we have done for you, let us know and we will pass your views on to the appropriate member of staff or the relevant service department. Please note that our staff aren’t allowed to accept gifts from you, but any feedback on their performance will be passed on to them and to their manager.
An idea or proposal regarding an improvement of a service that is put forward for consideration.