Our Complaints Handling Procedure reflects Rosehill’s commitment to valuing complaints. It seeks to resolve tenant and other customer dissatisfaction as close as possible to the point of service delivery and to conduct thorough, impartial and fair investigations of complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case.
This procedure aims to help us 'get it right first time'. We want to achieve quick, simple and streamlined complaints handling with early resolution by capable, well-trained staff.
Complaints give us valuable information we can use to improve customer satisfaction. Our complaints handling policy will enable us to address a customer's dissatisfaction and may also prevent the same problems that led to the complaint from happening again. For our staff, complaints provide a first-hand account of customers’ views and experiences, and can highlight problems we may otherwise miss. Handled well, complaints can give our customers a form of redress when things go wrong, and can also help us continuously improve our services.
More information on what happens when a complaint is received can be found in our complaints handling procedure.
Our Customer Leaflet about complaint handling also gives useful information about what happens when you make a complaint and the level of service you can expect
We also report regularly to our Management Committee on performance on complaints. The latest report available is for 2018-2019