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49%
customers felt satisfied with how we handled their complaint
65%
customers felt satisfied that our complaints process was easy to access
48%
customers felt satisfied with being kept informed during their case
80%
complaints were responded to on time
Our complaints process
*We had 317 cases in total this year (2022-23).
After our process ends...
After Stage 2 of our process, customers can ask the Housing Ombudsman to look at their case and decide if we handled it well. In 2022-23, the Ombudsman didn’t uphold any cases against B3Living.
This year, out of all our complaint cases...
Our service standards say we’ll always…
We do this by...
Making it easy for you to tell us when we’ve done a good job and when something’s gone wrong.
Apologising when we’ve got it wrong and explaining how we will put things right.
Providing a clear and accessible complaints procedure.
Making sure you know what the next steps are if you’re still unhappy after we respond to your complaint.
Learning from complaints
This year we made changes to the way we handle complaints.
We wanted to be more accessible and robust, so we have:
Trained more colleagues on how to resolve complaints. ✅
Stopped dealing with complaints “informally”. Now we’ll respond to all complaints in writing (unless you request otherwise). ✅
Added more details to our letters so you know what options you have. ✅
Changed how we track our cases, so they aren’t closed down until the issue is sorted. ✅
For details of other changes we made based on last year’s complaints, see here.
Main themes behind complaints:
Our score for how satisfied customers feel with the way we handle complaints has improved a lot over the year - although we still want to do better. Customers have told us the formal process is has improved how we manage complaints.
After looking at this year’s complaints, click to see our plans for next year >>
Do more training on our Customer Ethos and tone of voice.
Look at our repairs process – including how we can keep you better updated.
Review how we deal with damp and mould.
Share more information – for example, by letting neighbours know when we’re working in an empty home, putting cleaner attendance sheets in blocks, or sharing fire door warranties with leaseholders.
Bring in more people to help us manage complaints so you get a quicker response.
Address issues with our grass cutting service so you get a better quality of cut.
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