Each month we survey customers who have been through our complaint process and ask for feedback on the service we’ve given.
Between January and March 2024, one in five (20%) of the 483 customers we surveyed told us they were satisfied with our repair service. We know this isn’t good enough and are working with our Complaint team to make changes based on your response.
What we’re doing well
Some customers said a number of our Sanctuary colleagues went above and beyond to deliver an excellent service. We have passed this feedback on to the team members you praised and thanked them for their excellent customer service. Where you think we’ve done well, we thank you for your positive comments.
Changes we’re making
Most of the customers who responded to our survey were unhappy with our complaint process. Their issues included how we communicated throughout their complaint journey, the outcome of their complaint, and the customer service they were given by their complaint handler.
Thanks to your feedback we know what we need to improve. The changes we’re making to improve our complaint process are set out below.
What you told us…
- You feel frustrated when we contact you after we’ve closed your complaint (perhaps because we’ve booked in your repair) but your issue hasn’t yet been resolved.
- You feel least satisfied with how well we keep you informed throughout our complaint process.
How we’ve responded
- We’ve updated our processes to make sure we only contact you after your issue has been fixed.
- We have started to contact every customer at the very start of the process so we can understand your concerns and clearly set out our next steps. This includes providing you with timely updates and a clear explanation of the steps we’re taking to address complaints.
We have also improved our Works Coordination team, a group of colleagues who track and support your repair through to completion. The team will also inform and update you about your repair until we’ve completed the job.
Your feedback is appreciated and helps us improve our customer complaint journey. We will monitor how you feel to see if our changes have the impact we’d like to see.
