Customer advocacy officer thanked for making a difference
A customer has praised Jo, Senior Advocacy Officer, for making them feel heard and going the extra mile to resolve their concerns.
The customer – whom we are not naming – was moving from a house to a bungalow more suitable for their accessibility requirements. The customer had accepted the property and was looking forward to moving into their new home but unfortunately experienced some delays.
Jo explained “We often may need to do some work on a property once a customer has moved out, before we can re-let the home to a new customer. When we make a start on this work, we can sometimes find things aren’t quite in the condition we were expecting. This means that customers can experience delays when moving into a property.
“Unfortunately, this customer experienced quite a significant delay which led to them making a complaint. The customer was understandably frustrated and did not feel as though they were kept informed about the delays.
“I investigated this complaint and worked with our neighbourhoods and property teams to resolve this for our customer.”
The customer was complimentary of Jo’s work, saying “I’m really happy about having Jo on this case. She’s been a massive support for me in making progress with this case and has been doing everything she possibly can to resolve my concerns.
“She’s made me feel heard and has appreciated my situation so much. Please accept my commendations for the work Jo’s put in.”
Responding to the praise, Jo said “I joined Housing Plus Group in April last year as part of the brand-new customer advocacy team. This team manage our complaints centrally, streamlining the process for our customers and making it easier for us to see where we can identify improvements and learn from our mistakes.
“This was one of the very first complaints that I worked on. The team received training based on customer feedback which meant that I could arrange face-to-face meetings with the customer and establish a rapport.
“I am so pleased that the customer trusted me with their case and am really proud that I could advocate for them.
“I was also able to suggest improvements to our services as a result of this customer’s feedback. This saw us changing our process to advertise our homes once they are ready for customers to move into and meet our Quality Homes Standard, which is already reducing wait times for our customers.”
In this year’s Tenant Satisfaction Measures (TSMs) results, we were pleased to see that many of you felt we treat you fairly and with respect and keep you informed about the things that matter to you.
We know there’s more to do, especially around complaints handling, communication, and making it easier to deal with us. We want you to know that your voice matters, and we will keep listening to your feedback to help us improve.
See our full TSMs results for 2024-25, here.
