Posted on 05 August 2024
We’re investing in our complaints service – and are committed to putting things right when they go wrong
One of our priorities at Hyde is to put our customers first, and ensure they have a voice. We’re investing in our Complaints service – to ensure that we’re providing an even better service to our customers.
The team
We have a dedicated Complaints team, which is headed up by our Head of Customer Experience, Rachel Marsh. There are 30 colleagues in the team including Complaints Officers and Complaints Quality and Improvement Officers.
As part of our investment in complaints, we’ve recently recruited a new, dedicated Commitment Officer to the team. The Commitment Officer’s job is to talk with customers after we've resolved a complaint, to make sure we've done everything we said we would.
They’re responsible for ensuring that our commitment to a particular action is carried out, as promised, and supporting the teams who are responsible for that commitment.
The Housing Ombudsman Service Code
As well as leading on complaints, the team also makes sure we remain compliant with 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.’
Importantly, as Rachel said:
“High volumes of complaints are not seen as negative, as they can be indicative of a well-publicised and accessible complaints process which gives our customers a voice. Low complaint volumes are potentially a sign that customers are unable to complain.”
Find out more about our complaints process and how to make a complaint.