We’re not perfect - but we’re learning, listening, and improving.
Our Annual Complaints and Service Improvement Report 2024/25 shows how we’re handling complaints, what we’ve learned, and how we’re turning feedback into action.
Last year, we received 417 complaints - 366 at Stage 1 and 51 at Stage 2. We also rolled out a new Complaints Policy and Procedure, aligned with the updated Complaint Handling Code and approved by our Customer Committee.
Customers have suggested how we can improve:
- “Be more understanding.”
- “Listen more, get all your facts. Show a little of a caring side when dealing with people, women especially with mental health problems.”
- “Better staff training.”
- “Communicate in good time.”
- “Call back when you say you will. Just actually deal with the problems.”
What we’ve been doing to improve:
- As part of our rebrand to Vico Homes we’ve reviewed our ‘tone of voice’, introduced a new style guide and provided training to colleagues on how to write to customers in a plain and simple way.
- We’ve reviewed and updated our complaint letter templates where needed. Our Customer Relations Team continue provide help and advice to colleagues responding to complaints on response letters.
- We’ve been looking at our complaints data to better understand the reasons behind complaints and deliver customer service training to colleagues.
And there’s more to come. We review complaints to learn from them and will:
- Deliver further colleague complaints handling and training workshops
- Introduce a complaint handling e-learning module as part of our new colleague induction programme.
- Promote to customers how they can make a complaint to us.
- Complete an in-depth review of each complaint dealt with by the Housing Ombudsman that receives a determination of maladministration.
- Improve the information we have about our customers and their needs.
You can read the full report below!