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Compliments and Complaints

We are constantly striving to improve the service that we offer our customers. We conduct customer satisfaction surveys both postal and telephone and these help us to identify areas where were we can improve our service.

During the course of 2005/2006 we received letters, cards and telephone calls from our customers complimenting the agency on the service we have provided.
Some of the comments received from our customers:

• “ Thank you very much for all the help and support you gave my father. The aids fitted to his home certainly made his life easier. Unfortunately my father died before he started receiving Attendance Allowance but thanks again for your successful application” .
• “ Many thanks to all the members of staff involved in the odd jobs you carried out in my home. Work was carried out by friendly, helpful staff. My special thanks goes to the Caseworker dealing with my support needs. I found him a very calming influence” .
• “ Many thanks for the excellent work done on my house recently. Your Caseworker was very efficient and no problem was too much for her. I am 90 years of age and find it hard to cope these days. Although there was a lot of work done to fit the stair lift, it didn’t affect me” .

From a recent survey of all referrals the main improvement that our customers felt we could make, was to make our agency more known in the Manchester Wards, so that more elderly and vulnerable residents in the City could benefit from our service. We have addressed this by increasing our attendance at local events, sending out mail shots to doctor’s surgeries and obtaining coverage in local newsletters.

We care about getting it right for our customers and are in the midst of setting up a user group to give people who have used our service a voice in the future. If anyone is interested in becoming involved in our user forum please contact the Agency Manager Adrian Woolger on 0161 872 7622 for more information.

The twelve complaints received during 2005/2006 were dealt with quickly and resolved to the customers’ satisfaction. All were resolved in accordance with the Anchor Staying Put Complaints Procedure. These complaints were mainly due to contractors performance, we have addressed the issues raised and have learnt from the complaints, by setting ourselves a target to resolve any complaint on site within five working days. Following the launch of alternative forms of funding such as Interest Free loans and Equity Release customers in some cases are having to wait longer for the process to complete, this is very closely monitored and regular reports made to our funding partners Private Sector Housing.

We welcome all comments from our customers and on our first visit to customers homes give the “About our Service” leaflet which explains the Staying Put complaints procedure, which can also be found on our main Anchor Staying Put web site.

Click here to read about the Complaints Procedure