Mercian considers complaints from customers to be among the most important methods of feedback we receive. Only by knowing that something is not delivered as customers want, we can improve on our performance.
The below table provides information on number of complaints received from 2007 to 2009:
| Complaints | 2008-09 | 2007-08 | | Total | 105 | 102 |
We have worked hard to improve the way we handle complaints and try to liaise with customers, highlight their concerns and make improvement to our service delivery.
We have also introduced customer satisfaction surveys on complaints handling. The latest findings indicate that satisfaction with our complaints meets our customer expectations.
Feedback has already prompted Mercian to change the way complaints are dealt with by its contractors resulting in an improved service for customers.
Mercian endeavours to seek customer feedback around complaints for all of its services in the future and we believe that complaints are essential in shaping future delivery of services.
What is a complaint?
- Where a service agreement or policy has not been adhered to
- Where there is an issue with the attitude or manner of a member of staff
- Where compensation is being claimed
What isn’t a complaint?
- Reporting a neighbour nuisance
- Reporting a repair or maintenance issue
- Reporting for the first time a gardening or cleaning issue
The above three items are classed as tenancy issues which are not included as a complaint regarding a failure of our service delivery.
Please note Mercian Housing's change of address. Our new details are as follows: Gee Business Cntre, Holborn Hill, Aston, Birmingham, B7 5JR. All complaints should be sent to this address.
For more information about Mercian’s complaints procedure please call 0121 322 7373 or email info@merican.org.uk.