about us staff team working with the community how we are funded compliments and complaints case study customer care standardscontact us anchor staying put main site

Compliments and Complaints

Anchor Staying Put are committed to provide a high quality service that meets your needs as an older or vulnerable person living in Newcastle and Gateshead, and your feedback makes an essential contribution to this aim.

Making you views known

To help us improve our service and better understand your needs we ask all our customers to tell us how we have performed by issuing a customer satisfaction survey to all of our customers. We record all compliments, complaints and grumbles and review these at our monthly team meetings to help us make improvements and initiate changes in the service we provide.

Compliments

In the year 2007/2008 we received numerous compliments, written and verbal examples are:-

“I would like to say how pleased I am with the results and the efficient way it was carried out.”

“I am very happy with the work that has been done and thank you for your help. I shall certainly use your service again in the future.”

We also received over 130 customer donations which is an indication of you satisfaction with the service we provide to you.

Complaints

During 2007-8 we received six complaints, two about the standard of workmanship, two about delays, and two about the grant/loan criteria. Five were resolved at Stage 1 of the Anchor Staying Put complaints procedure. One complaint was progressed to Stage 3 and is currently being dealt with by Senior Management.

Analysis of these complaints shows the most common reasons were contractor performance /delays. In response to this we have spoken with all our contractors to remind them of the standards we expect and we have received their agreement to these standards. We have removed one contractor from our list that was unable to make this commitment. We have also made a number of staff changes to ensure that customers are fully informed of exactly what is happening at all times through our service process.

Grumbles

We also received a number of grumbles, and even though you may not consider these to be a formal or serious complaint we take them seriously and aim to resolve these without delay. All grumbles were resolved within the limit set out in the Anchor Staying Put procedure.

Click here to read about the Complaints Procedure