We’ve got a new complaints process

Thanks to your feedback, we’ve changed our complaints process

14 January 2021

We pride ourselves on giving a great customer experience, but sometimes, we don’t always get it right. That includes how we manage complaints and feedback.

You told us we can do better

You’ve told us that we can do better in listening and acting on your feedback, and when it comes to complaints, you’ve said we can improve how we handle complaints and how quickly we resolve them.

The Housing Ombudsman has also just launched a new Complaint Handling Code.

Put all these things together and we’ve got ourselves a chance to make some significant improvements!

Thanks to your feedback, we’ve changed our complaints process

Yes that’s right, we’ve changed our complaints process.

So what will happen?

We’ll acknowledge your complaint within 24 working hours, letting you know when you can expect to hear from us and how we will handle your complaint.

We have two stages when it comes to complaints.

Stage 1: your complaint will be given to one of our Complaints Officers who will work with teams across Abri to investigate the situation. We’ll then tell you the outcome and what will happen next. We try to do this within 10 working days.

Stage 2: most complaints are resolved in stage 1 but sometimes you might not be happy with our outcome. So in stage 2, your complaint will be looked at by a senior colleague to see if there’s any more we can do. We aim to do all of this within 20 working days.

If you’re still not happy, we’re really sorry to hear that. If that’s the case, you can send your concerns to the Housing Ombudsman for free.

So how do you make a complaint?

We really hope to give you great services first time, but if we can’t and you need to make a complaint here’s how to do it:

Visit www.abri.co.uk/complaints

Give our Customer Contact Centre a call on 01935 404500

Email us at: customerresolutions@abri.co.uk

Speak to one of us face to face

Send it to us in writing at Abri, Lupin Way, Yeovil, Somerset, BA22 8WN