GOLDEN Gates Housing Trust (GGHT) has received accreditation for the way it handles tenants’ complaints.
In 2011/12 the Warrington agency received 510 complaints, and 91 per cent were sorted within prescribed timescales. Two thirds of complainants were satisfied with the outcome of their grievance.
The accreditation follows on-site assessments in July and August by a HouseMark (which supports social housing) consultant and tenant assessor. The assessment included a random review of complaints and interviews with staff and customers.
The team identified a number of examples of good practice in the way GGHT handles complaints. These included effective involvement of customers in the complaints process, an easy-read version of the complaints procedure for customers with learning disabilities and a positive approach to customer feedback among staff.
GGHT’s business manager for policy, performance and governance Fiona Graham said: “We are delighted to have received this accreditation for our complaints service.
“We take our customer’s views very seriously and this should provide them with confidence that should they ever need to complain about the service they receive it will be handled correctly.”
GOLDEN Gates Housing Trust (GGHT) has received accreditation for the way it handles tenants' complaints.
Praise for complaint handling
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Gary Skentelbery
Experienced journalist for more than 40 years. Managing Director of magazine publishing group with three in-house titles and on-line daily newspaper for Warrington. Experienced writer, photographer, PR consultant and media expert having written for local, regional and national newspapers. Specialties: PR, media, social networking, photographer, networking, advertising, sales, media crisis management. Chair of Warrington Healthwatch Director Warrington Chamber of Commerce Patron Tim Parry Johnathan Ball Foundation for Peace. Trustee Warrington Disability Partnership. Former Chairman of Warrington Town FC.
