New team driving major improvements in housing complaint handling
Our housing service is proud to announce the early success of its newly established Customer Feedback and Insights Team, which was introduced to improve the way housing complaints are managed, and to make sure residents receive a fair, clear, and timely response to their issues.
The team, which began work in January 2025, is made up of three Customer Support and Insights Officers and is led by the Customer Feedback and Insights Manager. Their role is to guide customers through the complaint process from start to finish, building trust and ensuring every case is handled consistently and professionally.
The creation of the team followed feedback from residents, which highlighted an issue with the promptness and overall satisfaction with the service's complaint handling. A review of the complaints handling process by a panel of tenants also demonstrated the need for greater clarity and consistency in complaint responses, and recommended the establishment of a dedicated team.
Since its introduction, the team has already made a strong impact. The vast majority of complaints are now responded to within target timescales, and feedback from tenants has praised the improved clarity and tone of responses. Efforts to remove jargon, and ensure responses are easy to understand have been particularly well received.
The team's success is not only reflected in the numbers but also in its collaborative approach. By building strong relationships across Housing services, the team has helped shift the culture around complaints—encouraging staff to see them as opportunities for learning and service improvement.
Councillor Chris Buckley, Cabinet Member for Housing, said:
"The creation of the Customer Feedback and Insights Team marks a turning point in how we listen to and support our tenants. It's encouraging to see the positive progress already made in response times and quality of communication, but we know there is more to do. Our ambition is to continue building trust with tenants by learning from complaints and making sure every resident feels heard and supported."
If you have some feedback on our housing services, you can submit your compliments and complaints on our website.
Our housing service is proud to announce the early success of its newly established Customer Feedback and Insights Team, which was introduced to improve the way housing complaints are managed, and to make sure residents receive a fair, clear, and timely response to their issues.
The team, which began work in January 2025, is made up of three Customer Support and Insights Officers and is led by the Customer Feedback and Insights Manager. Their role is to guide customers through the complaint process from start to finish, building trust and ensuring every case is handled consistently and professionally.
The creation of the team followed feedback from residents, which highlighted an issue with the promptness and overall satisfaction with the service's complaint handling. A review of the complaints handling process by a panel of tenants also demonstrated the need for greater clarity and consistency in complaint responses, and recommended the establishment of a dedicated team.
Since its introduction, the team has already made a strong impact. The vast majority of complaints are now responded to within target timescales, and feedback from tenants has praised the improved clarity and tone of responses. Efforts to remove jargon, and ensure responses are easy to understand have been particularly well received.
The team's success is not only reflected in the numbers but also in its collaborative approach. By building strong relationships across Housing services, the team has helped shift the culture around complaints—encouraging staff to see them as opportunities for learning and service improvement.
Councillor Chris Buckley, Cabinet Member for Housing, said:
"The creation of the Customer Feedback and Insights Team marks a turning point in how we listen to and support our tenants. It's encouraging to see the positive progress already made in response times and quality of communication, but we know there is more to do. Our ambition is to continue building trust with tenants by learning from complaints and making sure every resident feels heard and supported."
If you have some feedback on our housing services, you can submit your compliments and complaints on our website.
