We value, appreciate and encourage feedback from our customers, including complaints and compliments and carry out regular transactional and perception customer satisfaction surveys. We also provide wider opportunities for our customers to provide feedback and to be involved with decision making, as this shapes and influences our service provision and demonstrates our commitment.
A service request is a request from a resident to SLH requiring action to be taken to put something right. Although service requests are not complaints, they are recorded, monitored and reviewed regularly.
A complaint is defined as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’ A customer does not have to use the word ‘complaint’ for it to be treated as a complaint. A complaint that is submitted via a third party or representative will be handled in line with this policy. Customers will be given the choice if they wish to make a complaint if they are unhappy about our services. SLH have a two stage complaints process.
South Lakes Housing will accept complaints made in person, via email, telephone, letter or through any other communication channels such as the SLH My Account App, website or social media. Any complainants via social media will be taken offline, and the customer will be encouraged to continue their complaint either by email, telephone or letter.
