As a resident your involvement is important to us whether this be sitting on a formal panel or taking part in a feedback survey. Your voice helps keep the residents of Suffolk Housing in the heart of all that we do.
Resident Scrutiny Panel
The Resident Scrutiny Panel (RSP) is made up of Suffolk Housing residents. Members have committed to be a portfolio holder and be responsible for a certain area. For example: Repairs, Grounds Maintenance, Gasway, Community Neighbour East, Community Neighbour West.
The Platform is a place where you can digitally share your views and opinions and tell us what matters to you via online surveys.
We will use your comments to help shape services from your perspective, always striving for outstanding customer service in everything we do.
And if you’ve signed up, each time you complete a survey you’ll be entered into a prize draw to win great prizes – what could be simpler?
Reasonable Adjustment to Services Policy
As a social housing provider, we have a responsibility to eliminate discrimination, ensure equality of opportunity and promote good relations between people that have protected characteristics.
Unacceptable Behaviour Policy
Our aim is to provide you with outstanding customer service, and it is important that both our customers and staff are treated with respect. Whether it’s via phone, email or face to face in our offices or your home, we aim to treat you courteously at all times.
Results from the last quarter January 2021 – March 2021
25 complaints received
The reason for these complaints were:
Time to complete repairs
Failing to attend when agreed
Customer contact and communications
Results from the last financial year April 2020 – March 2021
115 complaints received
The main cause for complaint was time to complete repairs followed by the quality of your home.
2 complaints were escalated to stage two.
1 complaint was reported as a stage 3 tenant experience group appeal
2 complaint was escalated to the Housing Ombudsman Service for formal investigation.
Due to the current climate with Covid-19 still present, we are unable to carry out resident engagement activities within the communities, but getting involved virtually and having your say is still very important to us.
If you would like to be involved please call 0808 169 9301 or email the team at CustomerEngagement@flagship-group.co.uk