We have always asked our customers for feedback, in a number of ways:

Ø Satisfaction surveys Ø Face to face in our offices

Ø Scrutiny /focus groups Ø Websites Ø Annual Tenants Meetings

Ø Community events        ØInformation events 

ØNational Customer Service Week

Ø Complaints, comments or compliments leaflet                                         

The list is endless – customers can give us feedback whenever they see or speak to a member of our staff, or other representative.

Making feedback easier for customers:

·It is not always necessary to fill in a form– feedback can be given verbally and this will either be dealt with straight away or referred onto the correct person

·If English is not the first language we will arrange for an interpreter to help

Feedback can cover many things e.g.

·Suggestions for how we can improve our service

·A complaint about our service

·Positive comments if we have done something well

Our promises to customers

üWe aim to record all types of feedback, and where appropriate log as a complaint. Full details of the complaints process can be obtained from our offices or on the websites

üWe will keep customers updated on progress with any feedback they give

üWe aim to publish annual details of feedback received and any changes made

üWe aim to improve our service by learning from feedback

If you have any questions or suggestions please contact Patricia Carmody, Continuous Improvement Manager

Telephone 0161 232 5693

Email patricia.carmody@mosscare.org.uk

If you would like to submit a written comment/complaint form, please read the following information leaflets:

To make a comment: A guide to telling us what you think about the services we provide 

To report a complaint: A guide to making a complaint against us.  

You can also submit a comment or report a complaint via our website.

Our contact details:

 Access for Mosscare's deaf and hard of hearing residents:

Customers' feedback leads to service improvement  (11 KB)

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