Home » News » November 2016 » Sanctuary Housing - how we use complaints to further improve customer service

Sanctuary Housing - how we use complaints to further improve customer service

2 November 2016

At Sanctuary Housing we recognise the importance of learning from complaints, and take every opportunity to do so.

Your feedback and comments let us know what we’re doing well but also what we could do better. They also help us understand what you expect from us, so we can shape and monitor our services to suit your needs.

Sanctuary answers more than one million calls from our customers each year and we resolve about eight out of 10 complaints when they are first raised. Our Customer Service Centre in Banbury has been reaccredited to the Customer Service Excellence standard.

Listening to our customers’ experiences is vital because it may lead to our training methods being reviewed and adapted. Equally, customer comments may identify a pattern of concerns on a wider scale which will enable us to make a positive change across the business. All of this learning informs our policies and procedures.

In order to more effectively help our customers we have invested in new software called OneSanctuary which holds all our data in one place. It gives staff access to information to provide customers with a better service.

Customers are now also able to report anti-social behaviour 24 hours a day, seven days a week over the phone, and we have introduced a dedicated phone line for our retirement living residents.

We are also continually working with our customers through our resident scrutiny panels.

Made up of residents from across the country, these operate at both a local and national level and their purpose is to review Sanctuary’s performance.

Scrutiny panels are part of how Sanctuary Housing addresses co-regulation requirements of registered provider landlord services. They examine performance and how we deal with complaints each quarter.

This process is something Sanctuary takes very seriously and, consequently, we have just been awarded Housing Quality Network accreditation for the third year in a row in recognition of our resident scrutiny programme.

This demonstrates that we not only meet or exceed good practice standards, but we also offer a best-in-class service to our customers and residents.

If you want to give us your comments or feedback, please contact us.


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