Customer Annual Review 2016 - Page 18

We know that we don’t always get things right and this can sometimes lead you to submitting a complaint. Here’s an overview of the complaints customers made over the past year and what we plan to do to resolve some of the common issues.

Last year saw Bromford receive 350 complaints about the services we provided. This is a reduction of 46% from the previous year and represents only 0.12% of contact you had with us.

We don’t just listen when you make a formal complaint though.

Our new customer solutions team are constantly monitoring

social media, calls through our contact centre and service

delivery information to make sure we know what’s going

on for you and where things aren’t going right. Every three

months this all gets fed back to the people that lead our

services so that they can try and improve things.

The top three issues you’ve been talking

about and that have affected you include:

Unnecessary delays

(48% of complaints)

Poor communication

(23% of complaints)

The quality of work

(13% of complaints)

Unnecessary

delays

(48% of complaints)

Poor communication

(23% of complaints)

The quality

of work

(13% of complaints)

After putting things right, we paid an average of £52 compensation to say sorry

After putting

things right, we

paid an average of

£52

compensation to

say sorry.

18

When things go wrong.