This week our Customer Experience and Engagement Teams have been hosting complaints workshops for residents and colleagues.
As part of National Customer Service Week, our Customer Experience and Engagement Teams have been holding a Complaints Awareness Week at Trident Group.
The week has been focused on raising awareness of the importance of complaints for helping us to improve the service we offer.
This involved two events for residents one at a site which has some of the highest complaints and one at a site which has the fewest to ensure residents know how to and confident to complain.
“I really believe this complaint awareness week has shown that Trident all have the same goal and that is that we have satisfied customers in our properties. Speaking to residents across two schemes has highlighted some amazing work carried out by Trident but also areas where improvement can be made.
Aashish Shastri, Customer Experience Manager
Resident satisfaction should be at the forefront of everything we do. There are going to be issues but it is how we work together to overcome these problem that will define us as a business. I want to thank everyone who participated especially the residents who took time out of their day to come and speak to the Customer Experience and Engagement team. Please be assured we have taken your points away and be looking at the best solutions for any queries you raised.”
In addition to our resident events, the teams also hosted training for teams on how we can get things right first time and ensure customers are satisfied without the need to complain.
We will continue to work on improving the service we provide for residents and service users. We will feedback lessons learnt from this week in the coming months.
If you do have a complaint, please don’t hesitate to get in touch by using our MyTrident Portal, emailing Complaints@tridentgroup.org.uk or calling 0300 123 1113.