Stevenage Homes pass complaints test

Stevenage Homes has become one of only four social housing providers to achieve accreditation for the way we handle complaints.

We were part of a pilot programme run by HouseMark, a membership-based organisation helping the social housing sector to improve performance and achieve value for money. The complaints accreditation pilot tested the way that housing organisations processed and learned from complaints, covering seven aspects of complaint management.  Stevenage Homes achieved 100% compliance in all seven areas.

Debbie Rabôt, director of housing and customer services, explained why we had taken part in the pilot.

‘We have significantly developed our feedback systems since becoming an ALMO in 2006. In particular we are proud of the way that we learn from complaints and use customer feedback to improve our services. We have always treated customers’ complaints seriously and aimed to process them quickly and efficiently. Achieving accreditation shows our customers how much we value their feedback.’

The assessors interviewed our staff and customers and were given full access to records showing how complaints had been dealt with since the ALMO was established in 2006.