We want to use the complaints we receive as a way of improving how we do things in the future.

Some examples of lessons learnt from customer complaints are:

• When dealing with requests for service, for example a neighbour nuisance dispute, it is very important to keep residents informed of the action that is being taken.

• In neighbour nuisance cases it is vital to respond quickly and effectively in an attempt to resolve the dispute as quickly as possible.

• Communication is vital between staff and residents. We always need to keep residents up to date when there is a problem. This leads to better relationships between staff and customers and can avoid the need for customers to make complaints.

• We need to maintain regular contact with customers and include them in future plans for their area.

• We need to improve communication within the various departments of Guinness Northern Counties.

By sharing the lessons that are learnt from complaints we hope to continually improve the service we provide to our customers.