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Lessons Learnt Project Group
Always trying to be better.
Resident Lessons Learnt Project Group
We're always striving offer excellent customer service, but we understand that sometimes things can go wrong. When there is a failure in our service, we encourage our customers to share their feedback with us. This gives us the opportunity to investigate, learn and improve futures services and correct any mistakes.
As a member of the Housing Ombudsman scheme, we comply with the Housing Ombudsman Complaint Handling Code. Part of this code highlights that a positive complaint handling culture is crucial for effectively resolving disputes. It requires us to treat complaints as valuable insights that can help identify issues and drive positive changes in our service delivery.
The Launch
In line with the learning aspect of the code, during 2023/24, we launched our Resident Lessons Learnt project group. The advice and insight we receive from our customers is valuable and this group was created to provide an opportunity for engaged residents to participate in the development of our learning across the business.
The key focus for this group is to review key trends from complaints received and explore and review ways to make improvements across different areas of the business.
Our Meetings
Throughout 2023/24, the group held four meetings where key complaint trends were discussed. These included, missed appointments, repair follow on actions, a review of how we communicate with our customers to reduce customer dissatisfaction and a review of our complaint handling.
This project group has provided a valuable platform for open discussions with our engaged customers, enabling us to gain meaningful feedback from the people who matter most – our customers. Their input is helping us to shape improvements in our services and strengthen our commitments to providing the best possible customer experience we can.
Actions Taken
Contributions from this group highlighted areas for improvement and led to changes being made in different areas of the business, including:
- The introduction of a dedicated missed appointments page on our website to provide further information to our customers.
- Providing specific detail on the time frame for routine repairs and emergency repairs.
- Development of a central location for "how to" videos for our customers.
- Promotion of the Axis free phone number - 0808 1691969
- A review of our homepage on our website was completed to prominently display key areas for our customers, such as repairs and financial assistance.
- Our Allpay information was updated on our "ways to pay" webpage to advise customers what numbers are available to make a payment and what they will need to use this service.
- The project team contributed to feedback on our service recovery plan with Axis. Further information on changes can be viewed on our learning page.
- The project group also raised about customers being able to change appointments at their own time. The introduction of a repairs chat bot in May 2024 now provides the opportunity for customers to report and manage/cancel repairs online 24/7.
- Staff training on complaint handling and the Housing Ombudsman Complaint Handling Code.
Benefits of the Group
We're very lucky to have the opportunity to work closely with our customers and give them the opportunity to share their feedback and hold our business accountable.
This group enables us to play a role in enhancing two-way communication on complaints and how we learn from them. It helps to empower our customers to ensure that they have the opportunity to influence the way we deliver our services. This creates and builds up trust between us and can prove their voices are valued and heard.
We Need You!
We're always looking for new members to join this group. If you're a resident who is interested in becoming involved and attending future meetings, we would love to hear from you.
Please contact our Complaints and Customer Feedback Team on 0300 304 5000 or feedback@estuary.co.uk for more details.