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Between 1 July and 31 December 2011, Westlea received 43 new formal complaints. We agreed with 16 of these complaints and made changes to our processes in order to improve our services.
The issues raised include: mould and damp, housing allocations, maintenance repairs, heating and service charges, grounds maintenance, as well as general customer service.
As a result of customer feedback from these formal complaints, we have taken the following action:
- Made amendments to the interview process and questions for housing applicants in order to gain more information from applicants upfront and not to raise expectations.
- We will be carrying out a communal heating review in all communal blocks, starting in January 2012.
- A new postal procedure has now been implemented at GreenSquare in order to improve complaint allocation time and ensure that all complaints are dealt with on time and by the most appropriate member of staff.
- All GreenSquare staff have been and are undergoing a new, specifically designed Customer Service training programme called 'Delight'. This ensures that all staff are responding fairly and consistently to customers' needs.
- One of GreenSquare's biggest areas of complaint is mould and damp. There is a section in your repairs books which can help you to manage condensation which can often be the cause of these problems. If you do have any concerns about mould and damp in your property, our Maintenance team are happy to answer any questions you may have.
At the end of each month we carry out a complaints satisfaction survey in order to monitor our service. In the second half of the year, 48% of the complainants who took part in the survey were satisfied with the way in which their complaint was handled. This is a disappointing result and is below our target of 60% satisfaction. We are currently reviewing our complaint handling processes and will be implementing changes as of April 2012 where Westlea and OCHA will be launching a new GreenSquare group complaint procedure
If you would like any further information on how to make a complaint, please refer to your 'Tell Us What You Think' leaflet, go to our website www.westlea.co.uk or call the Customer Service Co-ordinator, Celia Fletcher on 01249 466148. Your feedback and views matter to us and they can help us to shape how we work in future.
(How to give us your comments and suggestions or make a complaint)
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