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In addition, we have worked with our #InfluenceUs volunteers and our Resident Committee to create and launch Our Promise. A resident charter that sets out our commitment to deliver excellent services, so residents know what they can expect from ClwydAlyn. We hosted resident sessions to gather their views on how and what they want us to measure so we can report our progress back to them against each promise.

Our Promise

Make sure we are well run and financially sustainable so we can continue to tackle poverty. Make sure your home is safe, secure and well-maintained.

Make sure your home is affordable and support you with income and welfare advice.

Support you to live well in your home, so that you can live the life you choose in a safe and connected community. Making sure service charges are fair and provide value for money.

Spend money wisely and tell you how we spend it so that you can hold us to account.

Make sure your voice is heard, listen to your feedback, and deal with complaints quickly and fairly.

Provide excellent service and let you know how we are performing on essential maintenance, repairs and safety.

How We Do Things

Trust Kindness Hope All complaints are seen as an opportunity to learn, enabling us to improve the services we provide and completing the circle by feeding back to residents the value of their feedback.

GWOBRAU ARFER DA TPAS CYMRU 2021 Cydnabod cyflawniadau a rhannu arfer da TPAS CYMRU GOOD PRACTICE AWARDS 2021 Recognising achievements & sharing good practice

TYSTYSGRIF CYDNABYDDIAETH / CERTIFICATE OF RECOGNITION Complaints Panel

ClwydAlyn

ENNILLYDD y Wobr Cynnwys Tenantiaid wrth Lunio Gwasanaethau WINNER of the Involving Tenants in Shaping Services Award

Our Complaints panel won the Involving Tenants in Shaping Services at the TPAS Good Practice Awards 2021.

Our award-winning Complaints Panel consists of Resident Committee Members, wider ClwydAlyn volunteers and senior officers. Encouraging meaningful and open discussions, ensuring key themes or areas of concern are identified. We use an independent agency to survey residents on the service they received. Results are monitored and where issues are identified, action plans are formed to ensure a continuous cycle of improvement. Performance of the complaints process is reported back to the Resident Committee.

In the last 12 months:

193

Concerns were raised through our complaints process

128

Were resolved immediately

53

Were resolved at stage 1

12

Were resolved at stage 2

7

Were considered by the Ombudsman

ZERO

Complaints were upheld by the Ombudsman