Did you know we have a customer comments policy covering complaints, compliments and comments including suggestions for improvement?
Whether you have had a positive experience or our standards have fallen below what is expected, or you have an idea for improvement – we want to hear from you.
A complaint may be received when the customer considers that we have:
We operate a three stage complaints process
Stage 1: Consideration of complaint within service area (within 10 working days of complaint receipt)
Stage 2: Consideration of complaint by manager from service area not involved in complaint (within 10 working days of Stage 2 complaint receipt)
Stage 3: Consideration of complaint by Tenant Panel (at next available Tenant Panel)
If a customer wishes to progress to the next stage, they must clearly indicate that they wish to do so within the following timescales:
From Stage 1 to Stage 2 - Within 6 weeks of Stage 1 response
From Stage 2 to Stage 3 - Within 2 weeks of Stage 2 response
If a customer remains dissatisfied at the end of our complaints process, they will be informed of the right to refer their complaint to the relevant ombudsman service and provided with the necessary details.
We define a compliment as:
“An indication that we have performed well, provided a good service or gone beyond expectations.”
When customer comments are received which praise the activities of Newark and Sherwood Homes, these are welcomed as indicators of excellent service provision as well as recognition of a job well done. Compliments provide an additional opportunity to learn from and build on our strengths and give a particular insight into the drivers of customer satisfaction.
We define a suggestion as:
“An idea of how we could improve or change the current service offered.”
When customer comments are received which suggest changes or improvements to our services, these are welcomed as valuable sources of information from the recipients of our services. All suggestions will be considered by the Company for the opportunities they present to further improve our services.