Imagine a scenario where:
- most of your complaints are managed effectively
- at the first point of contact
- customers’ voices are heard; and
- escalations significantly reduce.
That would be a huge return on any investment, right?
Having a culture that welcomes complaints is fantastic, receiving complaints about the same issue repeatedly is not. Learning from complaints is key. Your customers aren’t comparing you with other landlords, they are comparing your services with the best customer experience they’ve most recently had.
Complaints are a golden nugget of customer feedback.
The Independent Housing Ombudsman will name and shame those organisations who get it wrong. No one wants to be on that list.
In the UK the Housing Ombudsman’s Complaint Handling Code clearly defines a complaint, outlines how complaints should be handled, and requires organisations to carry out and publish an annual self-assessment.
Following an investigation into complaint handling by community housing providers, the Victorian Ombudsman in Australia recommended that the Victorian Registrar ensure registered providers comply with Australian Standard 10002-2022.
Big Picture Training is here to help, with a completely independent and impartial review of your complaints process. Ensuring it is serving you and providing your customers with the service they expect to receive.
Our independent review includes:
- A full and impartial assessment against the Ombudsman’s standards (UK) and AS 10002-2022 (AU)
- A review of your internal and external customer journey, ensuring it is efficient, effective and easy to navigate
- A review of the quality of your record keeping
- A qualitative review with internal and external customers to understand their experience of the complaints process
- A review of how you track and report complaints, publish and translate learning from complaints into service delivery
- An action plan full of best practice ideas from both within and importantly, outside the sector, to help you close the gaps and deliver a first-class complaints service
Thanks to Big Picture Training I was able to undertake a holistic approach with colleagues and customers to identify how compliant we were against the Housing Ombudsman Complaint Handling Code. It provided me an impartial overview of our organisational policy, what we’re doing well and areas for improvement. I would absolutely recommend any organisation to undertake this with Big Picture Training, as it absolutely provided me value for money in assisting me with this process!
Jo Simcox – Community Housing
This totally impartial and holistic service costs just:
£3,000 (plus VAT) UK
$5,300 (Plus GST) Australia
Bonus: 20% discount on our fully tailored complaints handling training. ensuring your complaints are handled consistently well across the business.