Your feedback helps us improve

You may have seen recent news about the Public Sector Ombudsman Wales’ report on complaints.

Firstly, we are sorry to any tenant who has felt let down and had to raise a complaint

At Trivallis, we want to reassure you that we take every complaint seriously and use your feedback to make our services better. Whether it’s a missed appointment or a larger issue, we proactively record and respond to all concerns to improve what we do.

Of the 839 complaints highlighted in the Ombudsman’s data, 192 (23%) were instances of tenants saying they wanted to complain and 647 (77%) were issues logged by staff for quick resolution.

For example, if we missed an appointment with a tenant, staff would record this on our system as a complaint, and then proactively compensate the tenant.

For clarity on the current situation, we would like to share that:

• We resolved more complaints than we received during the reporting period.
• We resolved 92% of complaints on time.
• We upheld 93% of complaints because we believe in admitting when we’re wrong, compensating fairly, and learning from mistakes.
• Only 16 complaints were referred to the Ombudsman—a lower percentage compared to other Housing Associations.

We actively promote our complaints process to ensure you can raise concerns easily. If you’re not satisfied with how we’ve resolved your issue, we’ll also support you in contacting the Housing Ombudsman.

Trivallis tenant Eloise Hinkinson, Chair of the tenant working group for repairs said;

“As tenants we have challenged Trivallis to be more proactive in promoting the complaints process and to report failures even when tenants have not made a complaint. This has given both us and them more information to review and learn from. It has also allowed us, as tenants, to work with them and help improve their services.

“Complaints are often seen as a negative thing, but they help us learn and try to prevent the same problems from reoccurring. Even when reports are not taken through to a formal complaint, we are still able to use that information to make improvements”

If you’d like to contribute your experiences and ideas as part of the repairs working group or try other ways to feedback, get in touch at involvement@trivallis.co.uk.

Thank you for helping us improve—we’re committed to providing the best possible service for you.

Learn more about our complaints process and how to get in touch here.