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We regularly review our approach to complaint handling. We seek to learn lessons from complaints and have identified several areas we need to focus on.
As part of our ongoing compliance with the Housing Ombudsman Code of Practice, and our commitment to resolving complaints and learning from them we have appointed two key people to oversee what we do.
The first, Nicki Clark, is a member of North Stars Board. She has been appointed as North Stars Member Responsible for Complaints. Nicki has lead responsibility for supporting a positive complaint handling culture. She will also ensure that the Board receives regular information on complaints that provides insight on North Star’s performance on complaint handling
The second is Carole Richardson. Carole is North Star’s Executive Director for Customers. She is accountable for complaint handling. She assesses any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.
COMPLAINT PERFORMANCE
During 2022/23, we received 186 complaints. This was an increase from 120 during the previous year.
The top three causes for complaints were:
COMPLAINT SATISFACTION
Satisfaction with how we handled complaints during the last year was 59.6%.
Satisfaction is captured through Rant and Rave with a 48% response rate.
We have commissioned Customer Service Solutions to carry out a review of how we handle complaints. The purpose of this is to understand what works well and where we need to improve. The review will include interviewing customers who have recently had a complaint with North Star.
The findings, conclusions and recommendations will be used to help us improve how we manage complaints and deliver our services.
HOW TO MAKE A COMPLAINT
Further information on how to make a complaint and our approach to complaints can be found on our complaints and compliments page.
