Six months into Raven’s new complaint policy
In our last newsletter we told you that we had recently changed our complaint policy to make the process easier, quicker and more transparent. We also said that the new policy would make it more straightforward for you to report a problem and ensure that your concerns are listened to and acted upon.
In the six months since we introduced the new policy, we’ve been gathering your feedback and tracking how well it’s working – and the results are in!
Resolving complaints at first contact
Since the introduction of the new ‘Get It On Track’ procedure, the number of formal complaints we received compared to the previous six months has reduced. At the same time, the number of complaints resolved at first contact has increased. So we are putting things right a lot faster.
Faster response times
Under the previous policy, it took us on average 16 days to respond to your initial complaints. Since launching the ‘Get It On Track’ procedure we have responded to all complaints within five days.
Soon we will introduce a new customer satisfaction measure that will show our performance of time to resolve a complaint.
Improved communication
We changed the policy after you told us that we needed to improve our communication about your complaint. More specifically, being clearer about what stage in the process their complaint had reached and providing timescales. To address this, we will now confirm in writing what stage the complaint is at, what actions we are taking to resolve their complaint and timescales where we can.
We also identified a need to improve communications between our contractors and customers prior to work starting in their home. So we have introduced a system where our contractors will confirm what is required with customers, before turning up to start their work.
What you said about the policy
Customers have told us they are happier that there are now fewer stages in the complaints process. They are also pleased that we are treating complaints more informally – with a personal touch. Our evidence suggests that customers are now better informed and more content that complaints are resolved earlier in the process.
Six months into the new process, and the signs are that it’s a success. We are putting things right quicker, reducing the number of steps in the process and the overall time to complete actions as a result of complaints.
As always, thank you for your honest feedback! We care about getting it right and openly welcome your complaints – we use them to improve our services you, our customers.