Compliment and Complaint Review Collective

Agenda

Minutes

Papers

The Bield Compliment and Complaint Collective (CCRC) is a group of tenants who work with officers at Bield Housing and Care to look at compliments and complaints made to Bield Housing and Care to make recommendations on improvements and best practice.  

The CCC aims to 

• Provide customer insight into compliments and complaints to ensure continuous improvement and improve customer experience 

Bield Compliment and Complaint Collective is open to all residents living in a Bield home. 

There can be a maximum of 12 members at any one time. 

Membership is subject to four conditions:  

• To work co-operatively and constructively as part of a team  

• A willingness/commitment to undertake training for the role  

• A willingness/commitment to set aside the time necessary to attend meetings and training   

• A commitment to abide by the agreed Code of Conduct  

Membership of the group will be reviewed annually.  

As a member of the Compliment and Complaint Collective you would be asked to:

• Review trends on compliments and complaints 

• Undertake in-depth reviews of complaints where appropriate 

• Make recommendations on how services can be improved or best practice that should be shared 

• Make commendations where staff have performed beyond expectations

The Bield Compliments and Complaint Forum meets at least four times per yer, although if the group feels extra meetings are required these can be arranged. We use a mixture of in-person and virtual meetings. No device to get online? Don’t worry, we will work with you to get you what you need.

This is one of the most common concerns tenants have when they are being asked to take part. It is not essential to have a particular skill set or experience in taking part in groups such as these. The most important thing you can bring to the group is your life experience, something all of us have. This opportunity is open to all, regardless of background or career. All you need is a desire to help improve the services Bield provides.

The Bield Compliment and Complaint collective will give you a better understanding of how Bield is performing in relation to complaints. It will give you the chance to look at how tenants can get more from Bield in the future. It will give you the opportunity to work alongside other tenants as part of a team and share your thoughts and ideas. And we hope it will be a fun and enriching thing to do!

If you have to travel to attend meetings or undertake work on behalf of the Bield Compliment and Complaint Collective, we will reimburse you for all travel costs as well as any money needed for copying or publishing papers and arranging venues.

Great!

Click here to share you details, or contact Pamela MacMaster p.macmaster@bield.co.uk