Processed Complaints

If you do the Twitter thing, follow me at @HousingITguy or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy

Following on from my blogpost last month, focused on how residents can effectively raise issues and complaints effectively, how should Social and Council Housing best effectively resolve/conclude them effectively.  

Reaction to my previous post prompted a quite a few residents to share their experiences of complaints with their landlords on Twitter, a few can be accessed here  and here.

Complaints and service fails will always happen, that’s life. As I reminded a supplier this last week, ‘nothing in life is ever 100%’, so don’t kid yourself or customers, that you are. When things go wrong, they invariably cost way more to rectify than they might have just to get the issue right in the first place. That’s why complaints should be embraced as a valuable means to improve, rather than buried as dirty embarrassments.

One of the biggest initial issues that residents have with complaints is how their Council or RSL will handle them and how to initiate one. If you are a Social Housing provider, is your defined policy easy to find on your website and can you initiate one from that page? We do tend to do most things from the internet these days, but do we also offer an Omnichannel approach, where residents can phone or walk in too, initiating one?

For example, YourHousing close to me in the North West of England offer good details on online Complaint/compliments (their capitalisation) here.  

A refreshingly open approach 😉

I particularly like the Orbit Housing Group open approach on complaints here, which is also quite candid on numbers being received. The data nerd in me however, would like an ‘Other’ section at the bottom of that table, mentioning the missing 18.07%. How many other RSLs would be comfortable sharing their stats on their website? I haven't seen many.

Lets think about those initial complaints coming in then. If a compliant (or complement) can be submitted via a webpage, where does it initially get recorded? Ideally it should become a CRM interaction, possibly at that stage the start/update of a ‘case’ and initiate a workflow task, for a member of staff to action. If that initial request just goes into an email box (or possible spam if colourful or emotional language used), it might take days to progress/respond to, or start dealing with these. Where good quality self-service is available, ability to submit complaints (or related incidents etc including images/video) against a logged in resident, is of great advantage.

Inside your RSL, once successfully recorded or converted from a CRM interaction, how easy does your systems and processes allow easy access to staff who should have access, to have audited view/update of the whole complaint timeline? What residents might call 'their case notes'. This can be easily supported digitally by most well configured modern integrated Housing Management Systems, or a hybrid of HMS and CRM platform such as Microsoft Dynamics365, Salesforce or Netcall. Some competent standalone complaint solutions are available, although the lack of integration and ability to navigate a 360degree view of the resident, can severely blunt its overall effectiveness. Housing finance staff might be struggling to progress arrears, while being totally unaware of a significant complaint in play elsewhere. Better integration, including to document management (EDRMS) recording video, images, WAV files etc, ties everything together. Repairs are generally the biggest issue area and links of a case to offending Works Orders or Capital Works, helps present a high level view.

Once received we would hope that communication will be key, in keeping the complainant informed at all times. A good internal process should set targets for different types of complaints and this should be visible/shared with residents, to know what to expect. This is one area that clearly often falls down, leads to excessive additional requests in from residents and growing stress and frustration. If systems are set up correctly, much of the communication process can be automated via SMS, email, managing the complaint progression via intelligent self-service etc.

Recognise that residents trying hard to find out what is happening to their complaint and seeing very little in responses back, can easily appear vexatious (and unfortunately be sometimes labeled as such).

The good example below is again from Orbit setting resident expectations 

Where next will the resident complaint go?

Above, a target of ten days, with updates every few days, puts residents in no doubt what the RSL is aiming to do. However what is to be done internally if staff are not keeping to targets? Most HMS/case management/CRM solutions enable automatic escalation of tasks and diversion, on occasions of annual leave/sickness etc. Often these are not correctly configured or enforced internally, email often being used instead. With the latter, tasks can easily be lost, too many staff cc:d in, often everyone assumes (wrongly) ‘everyone else is dealing with it’. So, switch these features on and let staff know all updates belong on the case, not via email. Case time & costs might well also be collated.

So, assuming the case progresses and the issue gets resolved satisfactorily, how does the RSL learn from the experience? Overall costs to rectify quite often are many times the original cost of getting the issue right in the first place, so its crucial that from each complaint, we analyse, learn and work to tweak wider processes, often with the whole journey in the room, to reduce recurrence.

Sample changes I have seen from working with clients over 20 years around complaints, have been:

• Improvements to staff training and experience going forward / mentoring. Building even better relationships with residents improves outcomes for all
• Enhancements to initial repairs diagnosis routines and scripting to capture additional information for more complex repairs, reducing costs, minimising follow-up visits
  
• Better communication when repairs span multiple visits, involve pre-inspections, jobs on hold etc
• Introduction of before & after photos for repairs, to better monitor operative trade quality, including photos for evidencing no-access carding
• Improved presentation of service charges and info on leaseholder billing, introduction of automated module to calculate charges and enhancement of web portal to reduce manual queries and widen transparency
• Introduction of targeted estate/scheme inspections/walkabouts based on complaint hotspots for ASB. EG abandoned vehicle/dumping hotspots
• Enhancement of specialist and targeted Tenant participation groups, involving residents earlier, to nip specific issues ‘in the bid’ before they become more serious and costly to rectify. Trusting residents to be our remote sensors
• Where complaints have initiated change that residents should notice, share it via quarterly newsletters, Facebook pages, twitter or WhatsApp groups. If the RSL has fixed stuff, tell residents, so they know about the changes that are being trialed

At any point in the process, a FOI (Freedom Of Information) request could be made by a complainant OR if the case cannot be amicably resolved, all the details of the case might need to be collated or exported. Where existing solutions may struggle to achieve this, it puts the RSL at a disadvantage. Possibly residents have better access to this information than the landlord, particularly some time after the original incident occurred. An absolute gift for companies that assist residents with Disrepair claims.

Good reporting from the case management system is key. This might include KPIs such as average time taken to resolve, numbers and categories of complaints received, cost to process and cost of exit fix. Outputs must allow cases to be easily monitored by stage, owner, on-time/approaching late/late and current status. Regular automated reminders to staff and management from the solution should be available, to keep cases moving, with easy management insight

I have intentionally covered a lot of ground here, giving some food for thought I would hope for many Social and Council Housing providers. Some clients I have worked with have been using most of these techniques and systems for some time. Others have virtually none, or manage relatively well with manual spreadsheets etc. But that is a rarity.

If your organisation encounters many cases going to local councillors, MPs or the Ombudsman, then clearly there’s a problem. Equally, if complaint cases creates many residents labelled as vexatious or ‘red flagged’ with warnings, it’s more likely that problems lie more with you than your residents. Look again at your internal processes and communication, just small tweaks might make a great deal of difference.    

If we at Acutance Consulting can help your organisation with complaint solutions, 

please just get in touch, for a friendly chat over a brew & some Hobnobs ☕😋.

       Related Post: How accurate is the info in our CRM systems? 

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Kasabian – Processed Beats.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Affinity,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Footprint,Forms,Freezes,Fusion, Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera,Keynamics, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,More IQ,MoreIQ,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MoreIQ NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice, OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rocket, Salesforce,Salesforce.Org,SAP,SASSHA,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions,Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Tilt,TiltAffinity,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, ...
. . . . . . . . . . . .