1 March 2021
Ensuring it is easy for people living with us to give Anchor Hanover feedback
In response to the Housing Ombudsman’s Complaint Handling Code, launched last year, Anchor Hanover have published a thorough self-assessment of our complaints policy, procedures and supporting guidance materials for people living with us.
As England’s largest provider of housing and care for people in later life, customer feedback is essential to helping us improve the services we provide Anchor’s Hanover's Customer Relations Manager, Jonathan Earnshaw says:
We pride ourselves on delivering a high standard of service, but also know that occasionally things may go wrong, and when that happens, our aim is to resolve your complaint as quickly as possible.
We value all types of feedback and are committed to ensuring that everyone living with us is aware of and understands our complaints process, and feels empowered to raise their concerns where needed.
The thorough self-assessment and resulting improvements we have made to our complaints policy show our commitment to making it easy for people living with us to give their feedback and ensure we can respond to all compliments, complaints and suggestions quickly and effectively.
Our self-assessment, along with detailed information about our complaints policy and procedure and clear contact details for our Customer Relations team, is available to read here.
Customer relations, complaints and feedback
We pride ourselves on delivering a first class service, but occasionally we could do better. Our Customer Relations team want to hear about your experiences.
Anchor residents can find guidance and tools to help you live well in your home, as well as information about the different ways you can get involved with the organisation on these pages.