Complaints and Query Handling
At Settle, we're committed to creating initiatives that are led by residents, for residents. Together we want to define "what good looks like" and make sure the outcomes are shaped by your ideas, experiences and priorities.
April
Thank you for all the feedback you shared on our Complaints and Query Handling services. We’re pleased to share we received a total of 496 comments from 76 survey responses. Your contributions are essential to improving our services, and creating an improvement action plan based on your suggestions.
📢 Here’s what we heard: 
There were three main themes raised by residents when asked ‘what do you find most frustrating about our complaints and query services?’ These were:
- Delays and slow response times
- Poor communication and lack of follow through
- Accountability and customer support.
A note from Derek, Customer Resolution Manager, and Terri, Customer Service Hub Manager
"A big thank you to everyone who shared their feedback, it’s truly appreciated. Your insights are already informing our Service Improvement Plan, and we’ve already made changes all with the same goal in mind: to make things better for you. You can read about the positive changes we’re making below!"
Better communication
| You Said... | What we're doing now... | What's next... |
|---|---|---|
| You’d value clear and accurate communication, ensuring all departments are on the same page | We’re reviewing workloads to clarify ownership and ensure accountability among colleagues. | We’re looking to increase quality checks on our customer hub to provide a consistent service while continuously learning and improving. |
| You’d like a quicker resolution for your queries | We’re focusing on a Right-First-Time resolution approach, so you don’t feel the need to raise a complaint. |
Better case management
| You Said... | What we're doing now... | What's next... |
|---|---|---|
| You’d like to be able to track your complaint at any time | We’re working with the Voice of the Resident Panel to update the online portal with a complaint tracker. | |
| You’d appreciate more empathy when raising a query or complaint | We’re reviewing common queries to determine the right training for our customer service hub. | We’ve co-created with residents and colleague our new service styles and will be rolling out training for all colleagues in the coming months to support them to resolve issues with care and understanding. |
Understanding our service offering
| You Said... | What we're doing now... | What's next... |
|---|---|---|
| You’d like clearer information on who to contact for different services and how to reach them | We’re improving how contact information is displayed on our website to make it clearer and easier to find. | We’re continuing to improve the portal to make reporting complaints easier while ensuring a secure process that directs issues to the right team for a timely response. |
| You want regular updates on what a complaint is | We’re reviewing how we define and explain complaints on our website. | We’re exploring ways to include more service information in newsletters. |
These actions are still in the planning stage and may change over time.
Previously...
Between April and October 2024, we've received valuable feedback from residents, helping us identify the complaints and query areas that matter most to you. We gained this feedback through Tenant Satisfaction Measures (TSM's), transactional surveys, complaints, Big Door Knocks, Neighbourhood Action Weeks, and more.
📊 Our scores as of January 2025:
We know the primary causes of resident dissatisfaction are poor communications and delays in service delivery. These issues are often linked to property concerns such as repairs, damp and mould, heating, and planned maintenance. Residents tell us they are unhappy with the lack of timely updates, unproductive appointments, and delays in resolving problems. We are keen to continue our engagement with residents, colleagues, and contractors to improve our communications and deliver positive, lasting change.
🐣
🔍 Here are the three key themes that were previously highlighted from residents' feedback:
- Improving communication
- Improving case management
- Understanding our service offering
We asked residents to let us know if they agreed with the three key areas above, or if they'd like us to focus elsewhere.
A message from Derek Crook, Customer Resolution Manager, and Terri Gentle, Customer Service Hub Manager
"We are committed to providing a resolution service where residents feel heard and understood. Our approach is built on listening, trust, and mutual respect, with a focus on making things right."
At Settle we are relentlessly resident focused. Our aim is to provide homes residents are proud of and build communities that are welcoming to all.
Our 2030 plan has been developed by feedback from residents, colleagues, and local partners with priorities and commitments shaped by what we know is important to you. Improvement Plans empower you to have a say in how we deliver our 2030 vision.
We believe that working together with residents, colleagues and the community we can create real opportunities for positive, lasting change.
