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How to get involved in our new Customer Complaints Panel

We need current customers for our new Customer Complaints Panel

by Customer Services | 28/03/19

Our Customer Complaints Panel (CCP) needs volunteers to review, advise and shape our complaints policies at Trafford Housing Trust.

We want to be transparent in everything we do; the CCP is a real-life forum where current customers will get the chance to provide their voice to our complaints procedures.

The CCP will perform three main functions:

Review past complaints
Review closed complaints and provide insights from a customer point of view on how we dealt with the issues and find out if we can do anything better.

Review current Complaints Policy
We want the CCP to review and advise us on the Trafford Housing Trust Complaints Policy. Any proposed changes to the policy will be discussed in a forum with the CCP.

Stage Two reviews
Assist the Head of Service in reviewing the second stage of our complaints procedure if requested by the customer. We have moved to a two-stage complaints procedure, and we want to involve the CCP at the final stage two review so we can deal with all complaints fairly, impartially and on their own merits.

When and where will the CCP meet?
The CCP will meet once every two months at Trafford Housing Trust, to review closed complaints and discuss any changes to the complaints policy. Stage two reviews are organised separately, as and when they are needed.

Two meetings will be organised when volunteers are in place. The first will be a welcome meeting where you will find out the Terms and Conditions of the PPC. The second will be focused on the specific functions of the CCP and how they will help us improve our service to all our customers.

We want you to be involved in shaping the future of Trafford Housing Trust, if you want to be part of the Customer Complaints Panel, please contact:

Nicola.Benali@traffordhousingtrust.co.uk

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