Complaints Working Group

At Amplius, we want every customer to feel heard. That’s why we set up the Complaints Working Group. They’re a team of customers helping us shape how complaints are handled. Their insight ensures our policies, processes, and communications are fair, clear, and easy to understand. Together, we’re making real improvements for everyone.

Your voice

• Customers found it difficult to make complaints online, and call wait times were sometimes long.
• Website navigation could be confusing, particularly when looking for complaints information.
• Complaint letters were sometimes too formal, defensive, or hard to follow.
• Policies included language that could be clearer for all customers.
• Customers wanted reassurance that complaints are handled independently and fairly.
• Follow-up and accountability could be stronger.

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Your impact

What we’ve done

• Reviewed our websites to make them easier to navigate.
• Improved search functions and removed outdated links.
• Shared complaints data with the working group in ways that highlight trends, root causes, and learning points.
• Held workshops and training for staff to improve the clarity, tone, and customer-friendliness of complaint responses.
• Introduced case studies to the working group to identify common issues and improve letters and procedures.
• Updated letters to clearly show who is handling a complaint, what actions will happen, and when.
• Reinforced with customers that complaints are independent and confidential.

What we’re doing

• Writing Easy Read versions of all customer-facing policies to make information accessible for everyone.

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What’s next

• Continue monthly meetings to review complaints and feedback.
• Publish all customer-facing policies in the Easy Read format
• Monitor customer satisfaction and adapt processes based on feedback.
• Continue to improve transparency, accountability and responsiveness in complaint handling.
• Share learning and improvements from Housing Ombudsman benchmarking.

A huge thank you to everyone in the Complaints Working Group. Your ideas and feedback are making a real difference. Together, we’re shaping services that put customers at the heart of everything we do.

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