Each month we survey customers who have been through our complaint process and ask for feedback on the service we’ve given.
In June 2024, 28% of you said that you were satisfied with the way we handled your complaint, which is an 8% increase on March 2024. It’s good to see that we’re improving but we know we need to do more.
What we’re doing well
From January to March, you told us you were frustrated at being contacted for feedback before your issue was resolved. We’ve changed this and in June we only surveyed customers with a fully-resolved complaint, which may explain some of the increase in satisfaction.
Changes we’re making
The most common complaints from customers who responded to this survey were the time taken to complete repairs and how we kept them informed during the process.
About three-quarters of customers also felt that our response letter did not always show respect or empathy, and understanding of their complaint.
Thanks to your feedback we know what we need to improve. The changes we’re making to improve our complaint process are set out below.
What you told us…
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You feel least satisfied with the length of time it takes to complete repairs and how we kept you informed during the process.
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You also felt that our response letter did not show respect or empathy, and understanding of your complaint.
How we’ve responded
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We’ve committed to contacting every customer at the very start of the complaint process to understand your concerns, and clearly set out the next steps.
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We’re going to include the way we close complaints in our Training and Competency Framework for our staff that’s being rolled out from October 2024.
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We'll be checking whether our complaints responses deliver the right outcomes for customers with a new Quality Framework from January 2025.
Your feedback is appreciated and helps us improve our customer complaint journey. We will monitor how you feel to see if our changes have the impact we’d like to see.
