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... | What we've done... |
|---|
| 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. | We’ve reviewed how we handle things when residents first get in touch, to make sure issues are owned properly from the start. You should now feel more informed and supported right from the beginning.
We've already improved several frequently asked questions based on quality checks - and there are more updates on the way! |
| 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... | June update... | August update... |
|---|
| 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. | We're still exploring a Portal complaint tracker, and we'll have an update by the end of July on progress.
| The Voice of the Resident Panel will be testing the complaints reporting tool on the MySettle portal throughout August. They'll be holding us to account - checking that it’s easy to use and clear for all residents. Watch this space! |
Once this upgrade is complete, we'll move on to Phase 2.
You'll be able to track your complaint in the portal and see key updates, including when we've responded. We're aiming to have this live later in the year!
We'll share another progress update by the end of September. |
| 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. | All Settle colleagues will complete the new service style training by mid-July. This will make a real difference to how supported and listened to you feel when you get in touch with us.
| Over 200 colleagues have now completed "Service Styles" training! Every colleague has made a personal commitment to improving service in at least one of these five areas: - Owning the experience
- Proactively resolving issues
- Great communication at our core
- Professionalism in every interaction
- Knowing our residents
We'll be sharing a full update, including some of the commitments made by colleagues in September. |
Understanding our service offering
| You Said... | What we're doing now... | What's next... | June update... | August update... |
|---|
| 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. | We’re working with our digital team to improve our complaints webpages and reporting forms. This will include more specific questions to make it easier for you to report an issue and help us resolve your query quickly and efficiently! You can expect to see these changes throughout June and July.
| We’re updating the Complaints and Compliments section of our website to make it clearer, more helpful, and easier to use. This will include a new online complaints reporting tool designed to make it simpler for residents to get in touch when something’s gone wrong. The Voice of the Resident Panel is reviewing it throughout August to make sure it works well for everyone. We're aiming to go live in September - watch this space! |
We’re looking to include a check box list to help categorise complaints for residents. If something you report doesn't fall under a complaint, we'll make sure you're guided to the right place with the most up-to-date information.
| We've made improvements to the complaints reporting form on our website.
The new version will include clear guidance to help you understand the process and what to expect next. It also signposts to other teams at Settle and partner organisations if your query needs a different route.
The Voice of the Resident Panel is reviewing the form throughout August to make sure it's simple and easy to use!
We'll have more of an update on this by the end of September. |
| 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. | We'll have an update on this by the end of July.
| At the end of July, we sent out our Summer newsletter, sharing an update on complaints as part of the latest Tenant Satisfaction Measures (TSM) results. You can see what the results are showing here. It also included a reminder on how to make a complaint, along with a section on how we handle complaints at Settle. |
These actions are still in the planning stage and may change over time.
Previously...
Between April and October 2024, we 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.
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... | What we've done... |
|---|
| 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. | We’ve reviewed how we handle things when residents first get in touch, to make sure issues are owned properly from the start. You should now feel more informed and supported right from the beginning.
We've already improved several frequently asked questions based on quality checks - and there are more updates on the way! |
| 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... | June update... | August update... |
|---|
| 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. | We're still exploring a Portal complaint tracker, and we'll have an update by the end of July on progress.
| The Voice of the Resident Panel will be testing the complaints reporting tool on the MySettle portal throughout August. They'll be holding us to account - checking that it’s easy to use and clear for all residents. Watch this space! |
Once this upgrade is complete, we'll move on to Phase 2.
You'll be able to track your complaint in the portal and see key updates, including when we've responded. We're aiming to have this live later in the year!
We'll share another progress update by the end of September. |
| 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. | All Settle colleagues will complete the new service style training by mid-July. This will make a real difference to how supported and listened to you feel when you get in touch with us.
| Over 200 colleagues have now completed "Service Styles" training! Every colleague has made a personal commitment to improving service in at least one of these five areas: - Owning the experience
- Proactively resolving issues
- Great communication at our core
- Professionalism in every interaction
- Knowing our residents
We'll be sharing a full update, including some of the commitments made by colleagues in September. |
Understanding our service offering
| You Said... | What we're doing now... | What's next... | June update... | August update... |
|---|
| 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. | We’re working with our digital team to improve our complaints webpages and reporting forms. This will include more specific questions to make it easier for you to report an issue and help us resolve your query quickly and efficiently! You can expect to see these changes throughout June and July.
| We’re updating the Complaints and Compliments section of our website to make it clearer, more helpful, and easier to use. This will include a new online complaints reporting tool designed to make it simpler for residents to get in touch when something’s gone wrong. The Voice of the Resident Panel is reviewing it throughout August to make sure it works well for everyone. We're aiming to go live in September - watch this space! |
We’re looking to include a check box list to help categorise complaints for residents. If something you report doesn't fall under a complaint, we'll make sure you're guided to the right place with the most up-to-date information.
| We've made improvements to the complaints reporting form on our website.
The new version will include clear guidance to help you understand the process and what to expect next. It also signposts to other teams at Settle and partner organisations if your query needs a different route.
The Voice of the Resident Panel is reviewing the form throughout August to make sure it's simple and easy to use!
We'll have more of an update on this by the end of September. |
| 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. | We'll have an update on this by the end of July.
| At the end of July, we sent out our Summer newsletter, sharing an update on complaints as part of the latest Tenant Satisfaction Measures (TSM) results. You can see what the results are showing here. It also included a reminder on how to make a complaint, along with a section on how we handle complaints at Settle. |
These actions are still in the planning stage and may change over time.
Previously...
Between April and October 2024, we 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.
