Trust Housing Association – Complaints Policy1st May 2007
Trust Housing Association recently launched its new Complaints Policy and Procedure. We view complaints as a hugely important area and seek at all times to deal with complaints in an efficient and effective way, using complaints as an opportunity to learn and improve.
Our new complaints leaflet is available under the ‘About Us’ section where you can access our literature. This leaflet outlines the various stages of our complaints process, explaining how to make a complaint. Our customers are encouraged to share their views with us and we have provided complaints cards at all of our staffed developments as well as distributing a copy of the new complaints leaflet to all of our tenants. We have also added an online feedback service to our website through which our customers can share their views with us.
Our customers have already started sharing their views with us under this new procedure, allowing us an extremely useful insight into how we can improve our service delivery. Our Board of Management will be looking at the number and types of complaints we receive as a performance measure.