While nobody at Futures sets out to deliver a bad service or do something intentionally wrong, sometimes for one reason or other things don’t go as they should.
So when we get a complaint we see this as a chance to learn so we can understand what went wrong and what we can do to stop it happening again.
This year we noticed a slight trend in complaints from customers whose home might have subsidence. Following a thorough review of this process we now:
- Have a new customer liaison officer to coordinate and give regular updates.
- Give more detailed information including an information leaflet for customers to tell them what to expect.
One big change we’ve made this year is to restructure our contact centre into a Customer Experience team. This meant:
- Updating our complaint handling process, which now includes home visits with a member of the team the complaint is about.
- Recruiting a customer feedback coordinator and a digital customer engagement officer who focus on what we’re learning through complaints and theme these with other sources of customer feedback.
- Customers are invited to share their view on these themes and suggest service improvements based on what’s important to them.
- We’ve started learning more about our customers’ household circumstances to ensure we make informed decisions about service delivery in light of their specific needs.
Other key things we've learned from complaints have led to us running extra training for operational leaders and decision makers around the organisation and new e-learning for team members. We set up our ‘customer lead change’ continuous improvement project to address our top complaint themes company-wide, and we improved communication during lengthier repairs by sending text messages to update people still waiting for an appointment.
We’re keen to continuously improve the services we offer and are going to create some new customer roles to open the doors for more customers to help influence our services.
