Complaints Performance and Service Improvement Report

Governing Body's Response

Octavia’s Members Responsible for Complaints (MRCs) under the Housing Ombudsman Code) and its Board commented that “we note our non-compliance in 9 areas where consistent adoption and additional improvements to our CRM system, response timescales, training and culture are needed to further strengthen Octavia’s position. 

There is more we need to do to improve our complaints service, especially in relation to our data, resources, workflows and systems.  We will phase these additional improvements and aim to complete them by September 2024.

This report outlines the substantial challenges faced by Octavia and the actions being taken to improve our services and performance in relation to the handling of complaints.

Colleague training and a whole organisation approach will provide the opportunity to restore an empathic responsive and effective customer complaints service.  The learning from complaints and the Ombudsman’s Spotlight Reports are integral for continuous improvement.”

Read our Annual Complaints Performance and Service Improvement Report (2023-24) here.