Complaints Handling Assessment Team (CHAT)

CHAT FEEDBACK SESSION 10
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 5th December 2025

YOU SAID

Our responses were on time, but some repair appointments didn’t go smoothly.

WE LISTENED

We now have a system where  double‑check parts before appointments.
We’re improving communication between engineers, more details and clearer diagnosis recorded.
We’re introducing  clearer appointment updates and courtesy calls when we need to change appointments.

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YOU SAID

All issues were answered, but some explanations were difficult to follow.

WE LISTENED

We’ve simplified our letters.
We’re reducing jargon.
We now offer a follow‑up call if you want help understanding a decision.

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YOU SAID

You appreciated our empathy and the information we provided.

WE LISTENED

We’re being clearer about what we can and cannot do
We explain the reasons behind decisions
Compensation decisions are now more transparent

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YOU SAID

Our language was clear and easy to read.

WE LISTENED

We’re keeping all communication simple and friendly
Complex terms are being replaced with plain English
We check letters for clarity before sending them.

CHAT FEEDBACK SESSION 9
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 20th September 2025

YOU SAID

There is a breakdown in communication.
There is a lack of ownership and responsibility from Contractors.
Information not shared in a timely manner.

WE LISTENED

Following a restructure within our Repairs team, there has been more resource allocated to ensure that all tasks have been completed before sign off and KPIs are monitored weekly.

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YOU SAID

There are still delays in completing repairs.

WE LISTENED

Following the restructure response times are better; external contractors are now being considered to resolve it quicker.

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YOU SAID

Make more void properties available sooner.

WE LISTENED

Agreement now in place to outsource void repairs to ensure property turn around is much quicker.

CHAT FEEDBACK SESSION 8
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 21st June 2025

YOU SAID

There was a lack of consistency with appointment times and dates resulting in delayed resolutions.

WE LISTENED

We have introduced a new repairs diagnostic and logistic team who will be able to monitor and progress follow on works.

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YOU SAID

There was a lack of training and key information being shared eg emails back and forth which delay diagnostics of repair.

WE LISTENED

We have introduced:

• More staff training and policies and procedures have been revisited for key staff.
• New process in place to evidence that key information has been read and understood with staff signing to acknowledge.
• Reviewed our process to ensure on staff have the correct information before attending job call outs.

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YOU SAID

Staff are not showing the correct level of understanding, empathy and compassion.

WE LISTENED

Further training to be rolled out across the organization and a key part of induction for new staff at onboarding.

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YOU SAID

There was a lack of communication between Orwell / Third Party contractor and customers resulting in delayed resolution due to the correct person not being allocated to the repair.

WE LISTENED

We will continue to monitor this as part of the restructure with more resource allocated to this particular area to ensure a more consistent approach.

CHAT FEEDBACK SESSION 7
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 4th November 2024

YOU SAID

Orwell needs to improve their initial assessments.

WE LISTENED

We ensure that all our colleagues are trained to recognise and address potential problems during the first visit or call with customers.

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YOU SAID

Orwell colleagues need to offer better communication.

WE LISTENED

We improved the layout of our letters for easier reading and we actively encourage verbal communication rather than corresponding by email, especially in the early stages of contact.

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YOU SAID

Customers need a faster resolution process.

WE LISTENED

We monitor the progress of repairs closely to avoid unnecessary delays. We also ensure all 3rd party contractors are included in our weekly process to check if jobs are completed on time.

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YOU SAID

Keep customers informed on what is expected of them.

WE LISTENED

We will provide clear and easy read information about customer responsibilities to avoid confusion and include detailed explanations in the ownership pack and during initial meetings.

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YOU SAID

Ensure properties are ready for the customer to move in.

WE LISTENED

We ensure properties are thoroughly inspected and ready before the customer moves in.

CHAT FEEDBACK SESSION 6
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 3rd August 2024

YOU SAID

Improve communication across all aspects from Complaints handling, the way our staff communication to the way we communicate when there is a big change to a service.

WE LISTENED

We are working with our ORG members in the next few months to scrutinise how we communicate where we will use any further recommendations to improve all aspects of our communication.

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YOU SAID

Improve the way we deal with complaints including the time it takes to resolve to all points not being addressed.

WE LISTENED

Training has been scheduled for leaders in September.

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YOU SAID

Train and upskill staff and provide specialists if required at an earlier stage.

WE LISTENED

We are currently undergoing a complete review of our repairs service and skills required which will be reflected in the level of service we provide.

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YOU SAID

Look at compensation offered and appreciate the impact on customers in terms of taking time off work.

WE LISTENED

Internally we are reviewing complaints in addition to the CHAT team. Issues like these will be discussed and taken in to account as part of the review process.

CHAT FEEDBACK SESSION 5
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 13th April 2024

YOU SAID

Take time to understand the true nature of the problem, escalate sooner and have staff who are interested and knowledgeable, deal with the complaint.

WE LISTENED

The staff member who is dealing with the complaint will call the customer to ensure all aspects of the complaint is understood and any further information is collected prior to completing the resolution.

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YOU SAID

There is a poor standard of service with repairs, slow to respond with lots of rescheduling of appointments and numerous visits.

WE LISTENED

We are aware we have not been able to provide the service to the standard we would like and are working closely with our teams to understand how we can support and eliminate recurring issues.

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YOU SAID

Poor timely communication with lack of updates for customers where we are slow to accept liability and offer correct compensation. Lack of direct contact with the customers affected.

WE LISTENED

Refresher training to be given to all staff who deal with the complaints process within Orwell.

CHAT FEEDBACK SESSION 4
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 5th February 2024

YOU SAID

Length of time to resolve complaints with unclear timely communication throughout the process.

WE LISTENED

Improved monitoring process to ensure we keep to our promises whilst keeping customers informed on a regular basis.

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YOU SAID

Length of time to establish when to raise complaints formally and when to ensure the customer is aware of what we can and should do.

WE LISTENED

Identify if any dissatisfaction needs to be escalated to ensure we don’t cause delays in the formal complaints process.

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YOU SAID

Continued lack of communication between contractors and Orwell and between Orwell and our customers.

WE LISTENED

Improved communication both within Orwell and with our contractors, being open, honest, and clear with what Orwell’s responsibilities are.

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YOU SAID

Offer compensation when it is the right thing to do!

WE LISTENED

Compensation should be automatically considered for failure or poor service, damaged belongs, additional expenses and stress/inconvenience caused.

CHAT FEEDBACK SESSION 3
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 14th October 2023

YOU SAID

Slow response rates and it takes too long to get an appointment.

WE LISTENED

We are considering changing our current repair timeframes to suit a more diverse range of priorities.

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YOU SAID

There are too many return visits and it takes too long to resolve issues.

WE LISTENED

We have consulted with over 4,000 customers with the aim for our operatives to be more flexible and carry out multiple jobs whilst on site.

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YOU SAID

Not enough investigations on first visit and failures to pinpoint issues quickly.

WE LISTENED

We request more photographs at the initial point of contact. This will help us understand the severity of the repair and instruct a senior operative to inspect.

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YOU SAID

Lack of response and complaints outstanding for far too long.

WE LISTENED

We hired a Complaints Officer and Repairs Administrator to help support our team and resolve complaints quicker. We are also introducing a new compensation policy for 2024. This will help improve our service and deliver a consistent response to our customers.

CHAT FEEDBACK SESSION 2
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 22nd July 2023

YOU SAID

All points of the complaint are often not addressed. Sometimes there is a lack of empathy shown for distress, cost and inconvenience caused.

WE LISTENED

We introduced a new process where we audit all responses to ensure all points are being addressed. Staff have also received complaints handling training with empathy around individual circumstances.

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YOU SAID

Take ownership and chase contractors in a timely manner. Don’t leave this to the customer.

WE LISTENED

We have increased the resources in our repairs admin team to ensure we have the capacity to monitor jobs closer and highlight issues sooner.

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YOU SAID

Sometimes we allow complaints to remain outstanding for longer than necessary, this can make them become more complicated than they need to be.

WE LISTENED

Feedback and guidance have been given on how to conduct a more concise investigation at the initial stage of the complaint. This is so we can ensure there will be no unnecessary delays, especially where it refers to boundaries, roads, trees etc.

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YOU SAID

Poor timekeeping and no shows with appointments can often exasperated the complaint.

WE LISTENED

The Customer Insight and Engagement team now have a monthly briefing with the Repairs team to ensure issues like this are identified at an earlier stage. Actions have been put in place to prevent these happening in the future.

CHAT FEEDBACK SESSION 1
(Complaints Handling Assessment Team)

YOU SAID, WE LISTENED
Meeting – 29th April 2023

YOU SAID

Letters didn’t always contain the right level of information and not all points were addressed.

WE LISTENED

New letter templates introduced for consistency and in line with our complaints code. Dedicated team allocated to respond.

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YOU SAID

Responses appear to take longer than necessary, albeit the right outcome had been achieved. Information sometimes conflicting.

WE LISTENED

Change correspondence email from Head of Customer Services to a dedicated complaints email which ensures quicker access and responses.

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YOU SAID

Communication – Lack of communication between Orwell and 3rd party contractors, highlighting lack of clarity when communicating.

WE LISTENED

Monthly Feedback shared with departments and Individuals and actions agreed to minimise issues reoccurring

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YOU SAID

Ownership – It was highlighted that sometimes there were elements of “Passing the Buck “ and all members felt Orwell should “Do what they say they are going to do” as again examples were highlighted where this did not always happen.

WE LISTENED

This feedback makes up part of the monthly meeting (as above) with the goal of lessons being learned and avoided in the future.

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YOU SAID

Share wider with our customers what we are doing to make services better and what we have changed from their feedback.

WE LISTENED

This cascade is the start of this journey, and we will share more of our achievements as we change aspects going forward.