Pro-Sourcing Solutions

?? Reminder for all English Housing Associations, ALMOs, and Councils ?? There is just ONE MONTH left to complete your Complaints Self-Assessment, and for many organisations, the new April 2024 code has not yet been taken onboard. ?? Key Dates: ? Deadline: 30th June 2024 ?? What is needed: ? A thorough review of your complaint handling processes (both documented and in-practice) ? Detailed documentation and evidence supporting your self-assessment ? A self-improvement plan is required with an action plan to improve and enhance your service ? Reference to the additional activities undertaken such as tenant panels and satisfaction measures ? Honest reference where you are currently not achieving the required standard and the activities underway to rectify this ? Your Governing Body will need to review and sign off your assessment prior to submission, so make sure you afford yourself enough time to satisfy your governance ?? How Pro-Sourcing are supporting: As experts in Complaints & Customer Service Management, we are providing independent assurance to enhance compliance and credibility, along with identifying operational improvements to improve your service and create a cost-effective yet professional approach. Finally, do not forget to submit your Self-Assessment, validate all links included within the document, and upload a refreshed copy to your website. #UKHousing #SocialHousing #ombudsman #complainthandling #ProSourcing

?? We've just hit a milestone of 1,000 followers here on LinkedIn! ?? A huge thank you to everyone who has joined us on Pro-Sourcing Solutions journey. With a relentless passion to Make A Difference For All, we will continue to support organisations in UK Housing, Financial Services, and Utilities to create exceptional customer journeys and outcomes. Thanks again for all your support. #Gratitude #Community #Milestone #ThankYou #ProSourcing

???? When solving problems, dig at the roots instead of just hacking at the leaves. ??? Root Cause Analysis (RCA) is the most valuable tool in your armoury to enhance your complaints function and aid other business areas in their development and improvement. By combining data analysis with manual investigation, you will be able to identify controls or alternative ways of working to either prevent the issue or reduce the likelihood of its recurrence. In turn, you'll save money, increase customer satisfaction, and become more efficient across various areas of your business. #CustomerServiceExcellence?#ComplaintManagement?#CustomerEngagement?#MakingADifferenceForAll?#ProSourcing

????♀? Following Through on Promises Is Critical ????♀? Offering a clear path to resolve a complaint is a fundamental aspect of effective complaint handling. When a resolution requires time to complete, such as a repair or an account amendment, it's important not to delay informing the customer about the actions being taken to address their complaint. However, it's equally important to manage their expectations regarding the timeline for resolving the underlying issue. Setting a specific follow-up date and time with the customer to confirm that the solution has been implemented and meets their satisfaction is crucial. #CustomerServiceExcellence?#ComplaintManagement?#CustomerEngagement?#MakingADifferenceForAll?#ProSourcing

???? Mirror, mirror on the wall, who is disrupting us all? ???? Rarely does a complaints team generate a high volume of complaints, so we need to focus our energies appropriately. It requires confident and respectful management to "reflect" the issues back on the business functions generating complaints, supporting them in improving their performance. It's crucial to avoid turning this into an unconstructive battle. Instead, make it clear that the complaints function is there to support other business areas in resolving their issues, rather than acting as an independent entity. #CustomerServiceExcellence?#ComplaintManagement?#CustomerEngagement?#MakingADifferenceForAll?#ProSourcing

??? What document is guaranteed to only contain the truth? ??? Sorry, a bit of Friday humour and a bad dad joke... A Fax..... All jokes aside, maintaining strong record-keeping and documentation is essential in many contexts, especially in relation to complaints. It enables colleagues to understand the situation if they interact with the customer and clarifies the events for those managing subsequent processes or liaising with Ombudsman services. A consistent structure supports Root Cause Analysis, leading to quick and insightful insights. These can be used to prevent similar issues in the future or to establish early warning systems for detecting issues. #CustomerServiceExcellence?#ComplaintManagement?#CustomerEngagement?#MakingADifferenceForAll?#ProSourcing

???? Do you prefer to have options, or do you just like being told what to do? ???? ?? When something goes awry, leading to a complaint, empowering the customer can significantly boost their perceived value of the service. Although not always commercially advantageous when viewed in isolation, providing choices such as vouchers, account credits, or cash payments can redirect the customer's attention from the cause of the complaint to a positive resolution. In this way, they become actively involved in reaching a satisfactory conclusion. What compensation options does your organisation offer? #CustomerServiceExcellence?#ComplaintManagement?#CustomerEngagement?#MakingADifferenceForAll #ProSourcing

??♀??? The power of positivity travels a long way, just make sure you are not tone deaf! ????♂? When a customer has had to raise a complaint, their confidence in your organisation has likely already been shaken. By employing positive language and phrases, you can help to restore their confidence and improve their experience. However, it's crucial to follow through on your promises; otherwise, their confidence could reach an all-time low. Similarly, choosing the right tone is essential to avoid appearing lacking empathy and dismissive of the customer's underlying problem. #CustomerServiceExcellence #ComplaintManagement #CustomerEngagement #MakingADifferenceForAll #ProSourcing

???? Fairness doesn't mean that everyone has to be treated the same.....???? Fairness is often one of the most misunderstood concepts in complaint management. It is common for individuals and organisations to equate fairness with treating everyone identically. True fairness though involves considering individual circumstances to ensure equitable treatment and not "forcing" a complaint through a rigid process. #CustomerServiceExcellence?#ComplaintManagement?#CustomerEngagement?#MakingADifferenceForAll?#ProSourcing

???? 1st April 2024 is nearly upon us and the new Complaint Handling Code by the Housing Ombudsman is not an April Fools' joke! ???? Starting on 1st April 2024, the updated Complaint Handling Code will be implemented and, for the first time, will become a statutory requirement. We are gradually seeing updates to websites and policies, but there is still much work to be done. We have been assisting Associations with complimentary health checks of their externally facing information and so far have identified 67 critical actions and 148 recommended actions. If you are interested in obtaining initial assurance through our complimentary health check, please get in touch. Pro-Sourcing Solutions offers wider independent assurance by conducting a thorough review of your complaints and customer service operations. We identify areas of non-compliance with the new code and opportunities for operational efficiencies, thereby providing your board with the independent assurance that your complaints function is operating both compliantly and effectively. #SocialHousing #UKHousing #HousingExcellence #CustomerServiceExcellence?#ComplaintManagement?#CustomerEngagement?#MakingADifferenceForAll?#ProSourcing