Your voice matters: how we handle Homeownership complaints

Although we try to get things right the first time, sometimes things go wrong. That’s why at Anchor how we handle your complaints is important to making sure we learn from our mistakes and make improvements to the way we deliver our services. 

So far this year, satisfaction with how we handle complaints currently stands at 25 percent for homeowners. We received the same score for complaints handling in our Tenant Satisfaction Measures for 24/25. We recognise we need to do better and that this score has substantial room for improvement. However, Anchor sits in the upper quartile for complaints handling across the sector, at 25 percent compared to the median of 19 percent.

Key complaint areas raised by homeowners include repairs, local management decisions and service charges. 

To help improve your satisfaction with how we handle complaints, we’re taking the following actions:

• Involving residents: The Homeowners Forum have been engaged in discussions of regional repair contracts, buildings insurance charges and review of homeowner communication. We’re also providing quarterly updates to involved resident groups on customer satisfaction results
• Trialling change: We’ve introduced a 12-month Marketplace trial for a number of locations in London and the South East, to compare this service with regional contractors, this trial will inform future works
• Improving efficiency: we are promoting the consistency of decisions for planned works and centralising our complaints service
• Considering financial impact: we are ensuring a clear understanding of how residents are impacted financially by planned works and providing bespoke financial advice for locations that require additional financial contributions
• Improving communications: we’re introducing bespoke communication methods, such as this newsletter, to give homeowners the information they need
• Helping you plan for the future: by signposting homeowners to Retirement Homesearch to support the resale service through a specialist external organisation: www.retirementhomesearch.co.uk
• Understanding customer needs: we’re working to collect customer data to inform future customer needs and providing you the best service possible.

More about Anchor’s complaints policy and procedure can be found here.