Complaints
TIA+ enables you to promote your complaints process, policy & the tenants right of redress & embed this into the customer journey. In addition to having accessible, fair, effective, and prompt complaints handling processes, manner, the regulator is looking for you to evidence that you are learning from complaints and using this information to continuously improve services. TIA+ embeds your complaints data as part of the integrated insights, enabling you to see the whole picture, helping you to understand where improvements need to be made in order to prevent complaints.
Preventing Complaints
TIA+ helps you anticipate where your complaints are likely to come from through having embedded insights across the customer journey & combining this with transactional insights & your complaints data, providing advanced warning of areas of potential service failure. This combined with the engagement tools enabling you to hear more voices & gain more representative insights further supports pro-active service improvement.
Evidencing Learning From Complaints
By embedding complaints data into the overall insight base & linking these complaints insights into your service improvement plan, you can evidence your learning from complaints & better understand root cause & trends. Closed loop audit process, linking complaints, insights, service improvement & post implementation tenant scrutiny further support you in evidencing compliance.
Publicising The Complaints Process
A key compliance requirement is in publicising complaints - TIA+ allows you to send digital complaints guides in the residents first language through it's multilingual capability, helping improve clarity & accessibility for minority groups.
Outcomes
Proactively Reduce Complaints
Reduce your overall complaints rates by understanding complaints drivers and areas of service failure & deliver "insight to action" by having an integrated approach & communicate service improvements & plan to customers.
Build Your Learning Culture
Complaints are often multi- faceted, with more than one casual factor. Having an integrated approach to insights helps you to see the "wood from the trees" and get to the real root causes.
More Inclusive Complaints Process
Often those who need help the most are least likely to ask for it. Make sure that your complaints process is equitable for all service users, including those who are most vulnerable.
Evidence Compliance
By providing you with a closed loop audit process which links complaints, insights, service improvement plans and combines tenant scrutiny, post implementation - TIA+ enables you to demonstrate compliance.