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Our complaints experience project

Consultation has concluded

Our customers are at the heart of everything we do.

We know that if you have made a complaint, we need to work on rebuilding your trust.

It’s crucial that we understand the reasons behind a complaint and the positive action needed to resolve it.

By reviewing our complaints, we can understand what went wrong and learn for next time.

We’ll be collaborating with a group of customers over the next year to help us review and improve the way we resolve complaints.

Tell us about your experience of making a complaint

Simply share your story below to help us improve the experience.

You can also ask us a question about the complaints experience project.

Our customers are at the heart of everything we do.

We know that if you have made a complaint, we need to work on rebuilding your trust.

It’s crucial that we understand the reasons behind a complaint and the positive action needed to resolve it.

By reviewing our complaints, we can understand what went wrong and learn for next time.

We’ll be collaborating with a group of customers over the next year to help us review and improve the way we resolve complaints.

Tell us about your experience of making a complaint

Simply share your story below to help us improve the experience.

You can also ask us a question about the complaints experience project.

Consultation has concluded

  • When will the disrepair be fixed in my property

    kassyben asked about 2 years ago

    Hello Kassyben,

    Thanks very much for the question. The project is about reviewing redacted complaints, rather than a portal for getting more information on works you're expecting to your home. 

    I'm going to find out a bit more from our repairs team, and I'll follow up with an email to you by the end of this week.

    Take care,

    Paul

  • I would like to ask if the problems that come up in the garden are they passed on to the relevant Dept to get the problem resolved for that resident. If not then I strongly feel they should be otherwise what is the point of this set up. Thanks

    Khris.2111 asked about 3 years ago

    Hi Khris,

    Yes, we always pass on any feedback that we get. The point of The Garden isn't really to be an extra channel for people to make complaints. There are already lots of ways that you can do that - you can find out more here: https://www.chg.org.uk/residents/all-residents/complaints/. 

    But we take any and all feedback we get seriously and pass it onto the appropriate people for action.

    Take care,

    Paul

  • Catalyst Customer Services are a joke. I have complained more than a dozen times in the past two years and have never had anyone contact me back. Lights continue not to repaired in the communal garden, no fobs to restrict access to it have been provided after multiple times of asking. I have asked for advice twice on what I need to do to request permission for home improvements and have received no response within a month. And now we get a letter informing that service charges are going to increase by 170% almost tripling in one year WITH ABSOLUTELY NO explanation or transparency as to why the increase. There is a breakdown of the costs but without any comparison cost for the prior year or explanation regarding what contracts may have changed. Shane Voinorosky

    shanepv asked about 3 years ago

    Hi shanepv,

    Thanks very much for the message. We've also had your email, and I've replied to that in detail. I can see that you're frustrated and I'm sorry that's the case. 

    We're currently working on the detail of our offer to you all around how you can get more involved. If that's something you're interested in then I'd encourage you to keep your eye out here as we'll be letting everyone know what our next steps are very soon. 

    Once you know what our improvement approach is going to be then you can decide whether you want to be involved in helping us to provide the best possible experience to all of our customers. We'd love to have you on board :)

    Thanks,

    Paul

  • It can be very difficult to track the progress of a complaint. Are you looking at ways to make this simpler, perhaps with reference numbers as you issue for repairs?

    M asked about 3 years ago
    Hello M, thank you for your feedback we're sorry to hear that you feel this way. We have a Customer Resolution Team who deal with all the complaints received. A complaints reference number is always provided to every customer who makes a complaint to help us track progress and share regular updates with the customer. 

  • Why do residents have to resort to contacting the Housing Ombudsman, MP before anything is done. If the complaints procedure was carried out and residents listened to there would be no need to go to these agencies

    Khris.2111 asked about 3 years ago
    Hello Khris.2111, thank you for your feedback we're sorry to hear that you feel this way. We have a Customer Resolution Team who deal with all complaints received, if you're unhappy with the resolution provided at stage 1 you have the option to escalate to stage 2 and can contact HO throughout the life of your complaint. We'd like to discuss this further with you to put things right, please contact us on 0300 456 2099 or contactcatalyst@chg.org.uk and ask to speak to Customer Resolution Manager, Zain Iqbal.

  • Why you didn’t install sound proof between flats in kingsgate house

    Hnmr asked about 3 years ago

    Hello Hnmr, thank you for your question. I've asked the Neighbourhood Experience Manager to look into the concerns you've raised. They'll be in touch with you to discuss them next week.

    Are you interested in joining the complaints experience project? Thanks, Anna

  • The solar panels outside the kingsgate house is making it hard for us to get good connections for our mobiles in the flats

    Hnmr asked about 3 years ago

    Hello Hnmr, thank you for your question. I've asked the Neighbourhood Experience Manager to look into the concerns you've raised. They'll be in touch with you to discuss them next week. Thanks, Anna

  • Is it too late to sign up for this project ?

    Anitajim asked about 3 years ago

    Hi anitajim, not at all! If you register your interest using the quick poll then we’ll make sure you’re included in all the updates!

    Thanks,


    Paul

  • what assistance is there for eldery/disableld tenants who need to change/replace high level lights in their houses/flats.

    Catjohngee67 asked about 3 years ago

    Thank you for your question Catjohngee67. We'll get in touch with the relevant team and get back to you shortly.

    Update on 02/02/21

    If a customer lives on an estate, we'd usually ask the caretaker to assist. If a customer lives in a street property, a surveyor could arrange for a contractor to supply and fit the light. I hope this helps.

  • Why is there such a different approach to help resolve problems and even were recommendations or resolves are put in place they do not seem to get resolved?

    Jack@1 asked over 3 years ago

    Hello Jack@1, thank you for your feedback. We always aim to resolve complaints and problems for our customers. We've just improved our complaints process and you can find our approach here: https://www.chg.org.uk/residents/all-residents/complaints/