Striving to continue improving customer satisfaction, the new design makes the procedure more easily understandable and more accessible to the public. The process has been divided into two stages instead of the previous three, although it will continue to follow specific time-scales for responding to complaints.
The new design reflects the model Complaints Handling Procedure (CHP) developed by the Scottish Public Services Ombudsman and it also gives the possibility to complain to other bodies such as the Care Inspectorate.
As well as the new complaints procedure, Bield has introduced a new recording system for staff which promotes a more efficient method of monitoring complaints and will provide better reports that will help identify the cause of any raised incidents.
Brian Logan, the Chief Executive at Bield said: “While we have introduced a new procedure, our commitment to providing a first class service still remains firmly in place.
“The procedure reflects our commitment to valuing complaints. We know that on occasion we get things wrong and when this happens we want to put it right. We want to learn from our mistakes so we can do things better.
“Issues that arise can be about something we’ve done, or not done, or it could be about the standard of service provided by us, or on our behalf.”
Bield, with more than 40 years of experience, is a registered charity which currently has 16 housing developments in Edinburgh and is offering quality care and community services for around 15,000 people across 22 local authority area.
Brian added: “We hope that this procedure will enable us to address a customer’s dissatisfaction and try ‘get it right first time’ and even help to prevent the same problems that led to the complaint from happening again.”