We’re changing the way we handle complaints
02 December 2020
We're committed to the Housing Ombudsman's code
You may have seen that the Housing Ombudsman is introducing a new Complaints Handling Code. The new code can be accessed on their website by clicking here.
As an organisation, we strive to put the Customer First and to promote a culture of Listen, Act and Learn, this means we’re focussing more on learning outcomes and looking at how we report these back to you.
The good news is that we’re fully committing to the code and we make the official switch over from 1 January 2021. The even better news is that we have made significant progress so far on making these changes.
What we’ve done so far:
We’ve introduced the role of Customer First Learning Specialist as an advocate for our customers who wish to give feedback through a complaint or praise. The role ensures that complaints are logged and investigated as per our policies and processes, as well as offering support and guidance to LHP staff on how to investigate and respond to complaints. In addition, the Customer First Learning Specialist will work with all our service areas to implement the learning identified as part of any complaint investigations
We’ve provided Customer First training on the new processes and learning outcomes for 350 staff, in just six weeks!
We’re introducing Customer First Champions across the organisation to promote our Customer First approach within their service area
Lincolnshire Housing Partnership Limited registered as a charitable Community Benefit Society under the Co-operative and Community Benefit Societies Act 2014 with registered number: 7748. Data Protection registration number: ZA345449
Registered Office: Westgate Park, Charlton Street, Grimsby, North East Lincolnshire, DN31 1SQ