London and Surrey News & Views - Summer 12 issues per year | Page 6

Putting it right
If we’ve made a mistake our Customer
Experience Team is here to help. They take
a solution-focused approach to dealing with
complaints. They resolve them and learn from
them! Here are some the changes they’ve
made…
Winners! – The Customer Experience Team
were really proud to be named Complaints
Management Team of the Year at the
London and South East Contact Centre
Forum (LSECCF) in May.

Get Connected
Using the internet can open you up to a
world of endless opportunities. You can
do shopping online, look for work, find
out the latest news, as well as connecting
with your friends and family. The internet
can also give you quick and easy access
to your benefits and banking. We want to
help you get online and make the most
of what the internet offers. Our friendly
Digital Champions can help you learn
everything you need to know, at your own
pace.
Find out more by visiting our website: www.
amicushorizon.org.uk/GetConnected or
contact: Nathalie Harris, Digital Inclusion
Coordinator on 0800 121 60 60.

You said: “Please make it easier for us to
report complaints online?”
We did: Working together with engaged customers, we
co-created a new way of reporting complaints (website
or via ‘My Account’, our customer portal). You can do
this by clicking on the ‘Compliments, Comments &
Complaints’ icon.
You said: “I’m not sure who’s leading on my
issue around anti-social behaviour (ASB)”
We did: We reviewed our ASB policy and now save
all relevant information in a secure and easy-to-find
system. We make sure one member of the team takes
responsibility and works with you as your single point of
contact.
You said: “I wasn’t totally happy with the
quality of work of the repairs you carried out in
my home”.
We did: We work closely with contractors, regularly
getting together to discuss any complaints about
workmanship. Each of our contractors understands the
importance of doing a great job. We review their quality
of work and take action if they don’t meet the high
standards we all expect.
Here’s what satisfied customers had to say
about our service:
“Thank you very much indeed for all your help and
assistance with this matter. We’ve been so impressed
by your tenacity and helpfulness throughout.”
“The staff are love