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Thankyou for all your feedback on the draft complaints leaflet and ideas of how to improve things.
We welcome complaints from customers because they are an invaluable tool to help us continuously review and improve services and how we interact with our customers. To support people to make complaints we asked you to help us create a clear leaflet that explained how to make a complaint.
You told us the draft leaflet:
Clarity Issues: Customers unclear that the process for handling problems is the complaints process.
Confusion Around Steps: Difficulty understanding steps and stages, especially Stage 1 schematic and investigation period.
Timescales Lack Credibility: Perceived as inaccurate and not followed, reducing trust.
Accessibility Concerns: Colour choices and layout may hinder readability for visually impaired customers.
Perception of Ineffectiveness: Skepticism about whether the leaflet translates into real action.
Recommendations
Simplify language and remove technical jargon (e.g., Stage 1 schematic).
Ensure timescales are realistic, clearly defined, and consistently met.
Improve accessibility: use high-contrast colours and larger fonts.
Add clear accountability statements and escalation paths.
Regularly review leaflet effectiveness and update based on feedback.
Customers can make complaints via our online portal, My Account, an online complaints form, the Customer Experience Centre, letter and email or to a member of staff. Please visit the Citizen Complaints page for more information.
Thankyou for all your feedback on the draft complaints leaflet and ideas of how to improve things.
We welcome complaints from customers because they are an invaluable tool to help us continuously review and improve services and how we interact with our customers. To support people to make complaints we asked you to help us create a clear leaflet that explained how to make a complaint.
You told us the draft leaflet:
Clarity Issues: Customers unclear that the process for handling problems is the complaints process.
Confusion Around Steps: Difficulty understanding steps and stages, especially Stage 1 schematic and investigation period.
Timescales Lack Credibility: Perceived as inaccurate and not followed, reducing trust.
Accessibility Concerns: Colour choices and layout may hinder readability for visually impaired customers.
Perception of Ineffectiveness: Skepticism about whether the leaflet translates into real action.
Recommendations
Simplify language and remove technical jargon (e.g., Stage 1 schematic).
Ensure timescales are realistic, clearly defined, and consistently met.
Improve accessibility: use high-contrast colours and larger fonts.
Add clear accountability statements and escalation paths.
Regularly review leaflet effectiveness and update based on feedback.
Customers can make complaints via our online portal, My Account, an online complaints form, the Customer Experience Centre, letter and email or to a member of staff. Please visit the Citizen Complaints page for more information.
This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to help shape the Complaints Leaflet, and contact prize draw winners. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk) ‘
