Thrive’s complaints process ensures customers’ voices are listened to and heard. It has two stages, and after this, customers have the right to refer their complaint to the Housing Ombudsman for review.
In line with the sector, Thrive experienced a rise in both and complaints last year and is using this as an opportunity learn and improve service delivery.
In the long term, Thrive is reviewing its systems used to document all interactions with customers and this is on track to be delivered in 2024. In the meantime, Thrive’s complaints team has reviewed their record keeping process and are holding training sessions with colleagues from across the business so that they are compliant with the Housing Ombudsman’s recommendations.
Introducing these changes will help Thrive to monitor agreed actions, ensure commitments are achieved, whilst keeping customers informed.
Jo Barrett, Executive Director - Operations said, “We recognise things will occasionally go wrong and we will always work with customers to put things right. Where this isn’t possible, we will work with the Housing Ombudsman to reach fair outcomes and learn from our mistakes.”
Thrive’s Complaints Process is available online, along with details of how it meets the Housing Ombudsman’s Code of Complaints at www.thrivehomes.org.uk/complaints