How we’re improving the way we handle complaints
Risk meetings take place between the Complaints team and Senior Leadership Team. The complaint team identify any issues relating to MTVH’s internal processes, specific customers, or housing blocks. Working together, changes are tracked and communicated to ensure MTVH delivers a better service to its customers. Lessons Learnt may also be identified following these meetings and recorded appropriately. These happen at any point of our process from Stage 1, Stage 2, and HOS complaint referrals. Such collaboration ensures that MTVH continues to improve and deliver a better service to our residents.
In February 2023, we launched a new internal complaint module to strengthen complaint handling. Due to the importance we made this a mandatory module on our Learning Zone for all colleagues. The module provides clear guidance for colleagues on effective complaint handling ensuring our teams can confidently understand MTVH’s responsibilities.
At the end of last year made improvements to the customers journey and made changes to the way we pay our redress. This reduced the average time of payment’s being made from 4 weeks to less than 2 weeks and decreased complaints relating to payment issues.
We analyse our complaints performance regularly with weekly, monthly, and quarterly interval reviews.
We have set up an Insight & Learning group which will analyse the customer feedback regularly to better address areas for improvement. Our new insight learning group will seek to identify common trends across all customer feedback. Actions from these themes include review of procedures, training, and communication, which are prioritised for highest impact.
Through our Customer Voice channel, we share complaints data with our regional panels every quarter and talk through any emerging themes or concerns with the relevant operational leads. The Customer Council and Customer Service Committee also look at complaints data but do this in a more strategic way to understand if actions being taken are driving improvements or dissatisfaction and to identify areas for further investigation.