| Officers will verify contractor completion dates rather than relying on information held on electronic systems |
This will ensure the information we are giving you is correct |
Reduction in complaint escalations |
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| Clear responsibility for overseeing complex repairs must be assigned |
Clear ownership will ensure you receive a co-ordinated response to complex repairs |
Reduction in delayed repairs and cancelled appointments |
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| Your long-standing repairs will be proactively escalated |
Ensure oversight of, and reasons for, your overdue repairs |
Reduction in overdue repairs |
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| We will audit contractor records relating to your repairs |
Improved contractor performance |
Reduction in contractor complaints |
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| Findings to your stage 2 responses will be shared with the stage 1 investigator and the manager of the responsible team |
Continual learning and development for investigating officers and an improvement on responses to your stage 1 complaints |
Reduction in complaint s being escalated to stage 2 |
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| You will be advised of your right to appeal refusals of adaptations, and a process will be defined for this |
Clear and transparent process for adaptations |
Reduction in disatisfaction with the adaptations process and reduction in complaints |
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| We will put a process in place for handling requests for leaseholders to install Heat Pumps |
Clear process for leasholders to follow |
Clear process in place and being followed |
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