Residents give us lots of feedback through our real time calls when they’ve used a service and suggest improvements. Here’s what changed as a result of what residents have said:
- Resident: I wasn’t happy with the outcome of my complaint and wanted to chance to take part in the independent review. Sovereign’s policy doesn’t automatically offer me that option to be involved.
- Sovereign: Whilst we often offer residents a chance to get involved, it doesn’t happen automatically. We agree that we need to be clearer around this and we have amended our Complaints process. From now on, if we can’t resolve a complaint and we carry out an independent review, we will offer the resident an opportunity to take part in the review. If, for any reason that would not be appropriate, we will clearly record the reason for our decision.