Your feedback is extremely important to us, we are committed to listening and using your feedback to continuously improve what we do. Below are some examples of where we have listened and made changes to how we deliver our services.
The waiting times to report repairs were too long.
Reviewed our shift patterns and increased training within our Call Centre to increase availability.
Some specialist teams are difficult to contact.
We are upskilling our Response Contact Centre so that more enquiries can be dealt with at the first point of contact.
It is unclear what choices are available when selecting my new kitchen.
We are in the process of publishing a brochure to increase the information available when a new kitchen is installed.
Making the most of your feedback
We don't just collect feedback, we make sure that we listen. Our priority is to put things right every time that they go wrong.
We don't communicate enough about grounds maintenance in your area.
We have scheduled a review into the grounds maintenance service so we can understand and improve what we do.
Complaints and Feedback
January - March 2019
We received 63 complaints
We understand from these complaints we need to concentrate on improving communication and resolve enquiries more promptly.
We achieved 98% satisfaction in resolving customer complaints during the period
We received over 5,000 pieces of feedback
Most commonly our customers talk about great customer service
We are focusing on training contact centre teams to deal with more enquiries and reducing the time to complete more complex repairs.
How to make a complaint
We aim to provide an outstanding service for our customers. However, we understand that sometimes things go wrong and you may be dissatisfied with the service you have received. We want to put things right together as soon as they come to our attention.
If you remain dissatisfied about the decisions, actions or failures of Flagship or RFT, after we have had the opportunity to put things right, we will handle your issue as a complaint.
You can contact us by using one of the methods here
Once we receive your enquiry, a member of our staff will investigate the problem and try to find the best way to put things right, ensuring you understand what is happening and when.