Meet our Complaints team
Our dedicated team is committed to putting things right when they go wrong
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Find out more about who manages your complaints and how we’re investing in the service
At Hyde, we’re proud that we give our customers a voice. Part of that is making sure there’s a clear way for customers to let us know when they’re not happy with something we’ve done.
The team
We have a dedicated Complaints team, which is headed up by our Head of Customer Experience, Jessica. She manages 30 colleagues in the team, including Complaints Officers and Complaints Quality and Improvement Officers.
The team also includes a Commitment Officer, whose job is to speak to customers after we’ve resolved their complaint, making sure we’ve done everything we said we would.
Recent improvements we’ve made to our Complaints service:
- We’ve doubled the number of colleagues handling complaints
- We’ve joined our Complaints team with our Customer Services team – so we’re bringing together as much customer insight as we can to help us get things right faster
- We’ve updated our Complaints and Compensation policy, ensuring it’s clear and consistent
- The number of complaints we received last financial year fell by nearly a third to 4,325, showing the positive impact of our new approach to managing neighbourhoods and bringing our repairs service in-house
- Our new Customer Service Centre and improvements to our online customer portal, MyAccount, has helped colleagues resolve around nine in ten customer enquiries at the first point of contact.
Jessica said: “We've made it easier than ever to raise a complaint, with more channels available to suit our customers’ preferences.
“Whether you call us, or raise a complaint through MyAccount, our team will be with you every step of the way; from the moment we acknowledge your concern, right through to resolving it, making sure we keep the commitments and promises we make to you along the way.
“We’re always looking at themes and trends we find in our complaints, so we can make meaningful changes to our services and stop common issues from happening in the first place. Your experience matters to us and we'll always do our best to put things right.”
The Housing Ombudsman Service Code
As well as leading on complaints, the team also ensures we always follow the Housing Ombudsman Code, which states:
‘Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint.’
Find out more about our complaints process and how to make a complaint.
Hyde Complaints Officer, Kirsty, tells us about a recent case she supported:
“A customer had a leak in her property that was coming from the home above her. Even though we completed all the work within the timeframe, she felt that we didn’t actively listen to her concerns and the impact the situation was having on her.
“When I first took on the case, she was very frustrated as she thought we wouldn’t listen to her. However, by the end of the resolution call, she commented that I had ‘made their day’, referred to me as her ‘guardian angel’ and said she ‘couldn't stop smiling’.
“Feedback like this demonstrates the positive impact that effective complaint handling can have, not only in resolving issues but also in rebuilding trust and confidence with our customers.
“Moments like these are a reminder of why I’ve been committed to this role for four years. Knowing that I’ve been able to turn a customer’s experience around and leave them feeling heard, valued and supported is incredibly rewarding and reinforces the importance of the work we do every day.”