Complaints process customer feedback

It is important for us to know whether the services we provide meet the needs of our customers. To help us understand this and improve our services, we would be grateful if you could complete this short survey for customers who have made a complaint and received a response from Wolverhampton Homes within the last six months.

Please consider each question and select the answer which most reflects the way you feel.

Question Title

* 1. How satisfied were you with the final outcome of your complaint?

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

Please briefly explain your main reason for that answer

Question Title

* 2. We have recently made improvements to our complaints process based on feedback from customers. Thinking about when you first made your complaint, how much do you agree with each of the following statements?

	Strongly agree	Agree	Neither agree not disagree	Disagree	Strongly disagree
The complaints process was easy to understand	The complaints process was easy to understand Strongly agree	The complaints process was easy to understand Agree	The complaints process was easy to understand Neither agree not disagree	The complaints process was easy to understand Disagree	The complaints process was easy to understand Strongly disagree
It was easy to make my complaint	It was easy to make my complaint Strongly agree	It was easy to make my complaint Agree	It was easy to make my complaint Neither agree not disagree	It was easy to make my complaint Disagree	It was easy to make my complaint Strongly disagree
I was asked how I would like my complaint resolved	I was asked how I would like my complaint resolved Strongly agree	I was asked how I would like my complaint resolved Agree	I was asked how I would like my complaint resolved Neither agree not disagree	I was asked how I would like my complaint resolved Disagree	I was asked how I would like my complaint resolved Strongly disagree
I was made aware of who would be investigating my complaint	I was made aware of who would be investigating my complaint Strongly agree	I was made aware of who would be investigating my complaint Agree	I was made aware of who would be investigating my complaint Neither agree not disagree	I was made aware of who would be investigating my complaint Disagree	I was made aware of who would be investigating my complaint Strongly disagree
I was told when to expect a full response	I was told when to expect a full response Strongly agree	I was told when to expect a full response Agree	I was told when to expect a full response Neither agree not disagree	I was told when to expect a full response Disagree	I was told when to expect a full response Strongly disagree

Question Title

* 3. We have recently made improvements to our complaints process based on feedback from customers. Thinking about the written complaint response you received, how much do you agree with each of the following statements?

	Strongly agree	Agree	Neither agree not disagree	Disagree	Strongly disagree
My complaint was responded to within an acceptable timescale	My complaint was responded to within an acceptable timescale Strongly agree	My complaint was responded to within an acceptable timescale Agree	My complaint was responded to within an acceptable timescale Neither agree not disagree	My complaint was responded to within an acceptable timescale Disagree	My complaint was responded to within an acceptable timescale Strongly disagree
WH tried to resolve the complaint to my satisfaction	WH tried to resolve the complaint to my satisfaction Strongly agree	WH tried to resolve the complaint to my satisfaction Agree	WH tried to resolve the complaint to my satisfaction Neither agree not disagree	WH tried to resolve the complaint to my satisfaction Disagree	WH tried to resolve the complaint to my satisfaction Strongly disagree
The response letter was easy to understand	The response letter was easy to understand Strongly agree	The response letter was easy to understand Agree	The response letter was easy to understand Neither agree not disagree	The response letter was easy to understand Disagree	The response letter was easy to understand Strongly disagree
I was given clear details of the investigation that was done	I was given clear details of the investigation that was done Strongly agree	I was given clear details of the investigation that was done Agree	I was given clear details of the investigation that was done Neither agree not disagree	I was given clear details of the investigation that was done Disagree	I was given clear details of the investigation that was done Strongly disagree
It was clearly explained whether my complaint was upheld or not upheld	It was clearly explained whether my complaint was upheld or not upheld Strongly agree	It was clearly explained whether my complaint was upheld or not upheld Agree	It was clearly explained whether my complaint was upheld or not upheld Neither agree not disagree	It was clearly explained whether my complaint was upheld or not upheld Disagree	It was clearly explained whether my complaint was upheld or not upheld Strongly disagree
I received an apology	I received an apology Strongly agree	I received an apology Agree	I received an apology Neither agree not disagree	I received an apology Disagree	I received an apology Strongly disagree
I was told what actions had been taken to avoid a similar complaint being raised in the future	I was told what actions had been taken to avoid a similar complaint being raised in the future Strongly agree	I was told what actions had been taken to avoid a similar complaint being raised in the future Agree	I was told what actions had been taken to avoid a similar complaint being raised in the future Neither agree not disagree	I was told what actions had been taken to avoid a similar complaint being raised in the future Disagree	I was told what actions had been taken to avoid a similar complaint being raised in the future Strongly disagree

Question Title

* 4. What one thing would have made your experience of our complaints process better?

That is the end of the survey. Thank you very much for taking the time to respond. You can exit the survey now by clicking 'Done' at the bottom of the page or enter your email address below to take part in future research with us.

Question Title

* 5. Would you like the opportunity to take part in further surveys or research about our services in the future? If so, please enter your email address to be added to our customer feedback group and receive occasional links to surveys and consultations. Your input will help us to understand what is important to our customers and improve our services.

Data Protection Information
The Information provided is subject to the Provisions of the General Data Protection Regulations. Information will remain confidential and is processed in accordance with you rights as a Data Subject under the legislation of GDPR. Further information regarding the General Data Protection Regulations is available on the Information Commissioner's Website - www.ico.gov.uk

Data Matching
This authority is under a duty to protect public funds and, to this end we may use the information held or provided by you for the prevention and detection of fraud. We may also share this information with other bodies for these purposes and also for the administration and collection of taxes and charges and for performing other statutory enforcement duties.

For more information on how we use your data visit our privacy page.