Housing Association with estates in West Norfolk introduces new complaints handling process

Business news from the Lynn News, lynnnews.co.uk, @lynnnewscitizen on Twitter
Business news from the Lynn News, lynnnews.co.uk, @lynnnewscitizen on Twitter
Have your say

Hanover Housing Association has taken steps to improve its handling of complaints made by residents who live in its affordable homes.

The housing provider for the over 55s, which has an estate at Hanover Court in Lynn and at Hanover Gardens, Hunstanton, has launched a one-stage complaints process.

The step was taken in response to feedback about its existing complaints service where concerns were raised about how complaints were handled and the time it took to reach a decision.

Under the old system a complaint could take up to six months to go through the process and involve several separate complaints handlers.

With the new system, 80 per cent of complaints are now resolved in a just over two weeks.

The results of this innovative change show a 26 per cent increase in resident satisfaction and a 39 per cent increase in complaints being logged and resolved.

The move has resulted in Hanover achieving “compliance plus” in its most recent Customer Service Excellence (CSE) assessment and Hanover achieved overall satisfaction levels of 93 per cent in its most recent customer satisfaction survey of residents.

Mark Lake, assistant director, for Hanover said: “The new process has been very successful. By cutting out the red tape, we have trained and empowered our staff to manage complaints more efficiently and effectively.

“In addition we have updated our internal systems and also assisted residents to set up their own tenants’ review panel that can help any residents who may remain dissatisfied with Hanover’s response.”

UK-wide Hanover manages approximately 19,000 properties in over 600 locations and employs over 900 people. Itis an Investors in People Gold employer.