Example 1

Complaint
A customer contacted us to let us know that they were unhappy with our response to a repair that had been reported about a leak, which had left them with no hot water causing inconvenience and also resulting in them paying for a service that was not being received.

Our response
We sent an apology letter to the customer and explained that there had been a breakdown of communication, but that we had a new process in place, which should help us to make sure that this type of incident wouldn’t happen again.

Example 2

Complaint
A customer contacted us to let us know that repairs that had been highlighted in a stock condition survey still had not been done

Our response
We sent an apology letter to the customer and explained why this had happened and arranged for some of the repairs to be done, however some of the repairs would be done on future planned works. We explained this to the customer and said that we would send a letter with a date when the planned works would take place.  The lesson we learn from this is to communicate clearly at the outset to explain why, for example, a stock condition survey is carried out and what we do with the results.

Example 3

Complaint
A customer contacted us to let us know that he was unhappy about the behaviour of an operative of a window cleaning service.

Our response
We sent an apology letter to the customer and explained that there had been a breakdown of communication, but that we had a new process in place, which should help us to make sure that this type of incident wouldn’t happen again.