News

Wednesday 28th August 2024

Our Annual Complaints Performance & Service Improvement Report is now available online

SDR has published its annual Complaints Performance and Service Improvement Report for 2023/24 – and you can view it here on our website.

The report, which is now a requirement under the Housing Ombudsman’s updated Complaint Handling Code (April 2024), is one of several measures that SDR took to ensure full compliance with the latest version of the Code.

SDR’s Board agreed at its meeting on 22 April to adopt a new Complaints Policy and has also completed a Complaints Self-Assessment Form against the new Code.

Our new Complaints Handling Policy can be accessed online by clicking on the ‘FOR TENANTS’ tab, then Complaints Handling, where you will find a copy of SDR’s self-assessment form and a link to the Housing Ombudsman’s new code.

You can view our Complaints Performance and Service Improvement Report HERE

 

Based on feedback received through complaints in the latest financial year, we have implemented several improvements to our services and procedures:

  1. In April 2024, all SDR staff received updated training in Complaints Handling to ensure a consistent and effective approach.
  2. We have established new protocols, designed to improve communication and raise responsiveness, ensuring that residents are kept fully informed throughout the entire complaint process.
  3. We have appointed a dedicated Member Responsible for Complaints to oversee the complaints process and ensure accountability at the highest level.
  4. A new Complaints Coordinator role has been established to manage the day-to-day handling of complaints, ensuring timely responses and efficient resolution. This Coordinator is also responsible for monitoring trends and for implementing service improvements based on complaint feedback.

Peter Symons, Chair of SDR, said: “The year 2023-2024 has been one of continued learning for SDR. We remain committed to providing excellent service to our Customers and using complaints as a tool for continuous improvement. We welcome and appreciate feedback from Customers”.