Complaints: You Said, We Did!
Find out how we take on board complaint issues and take action to put things right.
News
We hope our residents never have to make complaints, however we appreciate that things can occasionally go wrong. When that happens, we're determined to put it right and we want our residents to know that issues they bring to us are listened to and, where possible, cause action to be taken to ensure no repeats in future.
In this article, we'll discuss a few issues raised over the past year and highlight what we've done to rectify the problem.
All residents are reminded that complaints will be taken constructively when received, and we encourage anyone with an issue they'd like to discuss with us to get in touch.
Check out some of these anonymised complaints to learn what we did about them
We Did: We carried out a full review of fire safety communications issued to residents and identified areas where information had become inconsistent over time. Updated guidance was then issued to ensure all residents receive clear, accurate and consistent advice in the event of an alarm activation.
We Did: Strengthened use of the HomeMaster 'contact system' to track calls and developed the Customer Experience Policy setting clear communication expectations for staff. Our new office telephone system also enables callers to direct their query to the most relevant department in the first instance, increasing the chances of getting through to exactly the right person first time.
We Did: We reviewed how the case had been managed and recognised that communication with the resident could have been better. As a result, we increased gutter cleaning frequencies and strengthened arrangements for keeping residents updated during complex repairs and investigations.
We Did: Clarified procedures and instructed staff not to provide advice on recharges without confirming details with Property Services first.
We Did: Prioritised interim repairs and commenced installation of a completely new entry system in April 2026.
Need to make a complaint or get in touch with us about an issue? You can use the form below to tell us more, or contact us at the usual administration@yorkhillha.org or call on 0141 285 7910.