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You said, we did

Decoration allowance

What you said

A customer complained that the time taken to receive decoration allowance cheque on completion of Home Happening works in their home was too long.

What we did

An apology was given to the individual. We improved the process for issuing cheques by scanning the relevant paperwork to the generic email boxes at both the Housing Office and Finance and Corporate Resources.  This has significantly reduced the timescale for cheques being issued by ensuring information is passed over in a more efficient and effective way.

How we expect our service to get better

Individuals will receive their payments more quickly and this in turn will improve levels of customer satisfaction.  To ensure this happens there will be continued meetings of the Resource Complaints Champions, development of complaints process and system by the CRM team and quarterly performance monitoring to Service and Resource Management Teams.