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.
How to get involved
📋 Take part in our survey and join the discussion
Have your say in our Complaints and Query Handling Improvement Survey in less than 10 minutes! Click the 'TAKE SURVEY' button below to get started.
Your experience matters to us, and no one knows your experience better than you! Share your story about a time when you had a positive experience with our complaints and query services, or let us know where we missed the mark and how we can do better.
The Ideas board is your space to share suggestions - big or small - about our complaints and query services! Whether it’s about improving communication, raising quality standards, or anything else on your mind, we value your input. Explore ideas from other residents, leave comments, and vote on the ones you like. Every suggestion counts!
What you've told us so far
Between April and October, 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 current scores:
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 have been highlighted:
- Improving communication
- Improving case management
- Understanding our service offering
Do you agree with the three key areas above or would you like us to focus elsewhere? Tell us more by taking the survey below.
Why is your involvement important?
Your feedback ensures that the Complaints and Query Handling Improvement Plan focuses on what matters most to you, and helps us prioritise our resources to make sure we're meeting your needs.
We need your input to confirm what we've heard so far is right, and to share what else you think needs attention. Based on your feedback, we'll create Improvement Plan actions together.
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.
Your story
Your experience matters to us, and no one knows your experience better than you! Share your story about a time when you had a positive experience with our complaints and query handling services, or let us know where we missed the mark and how we can do better.
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