'An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.'
Complaints are an important part of service review and improvement. Poole Housing Partnership (PHP) is keen to learn from any mistakes.
PHP captures all expressions of dissatisfaction, even if it is felt services are delivered in line with policies. This helps to concentrate on improving the things that are important to customers.