Feedback case consolidation management overview

An integral part of feedback case process management is to take a holistic approach to open cases, ensuring that resources are effectively deployed and to minimise any duplication of effort in managing separately recorded cases that are in fact related. It is therefore possible to link any number of open cases in a many-to-many relationship. In addition to forging links between related cases of the same classification, it is also possible to link ASB, CRM and Housing options cases to an ongoing feedback case. Conducting regular, systematic quality checks on how cases are being handled provides significant opportunities for housing organisations to identify service improvements:

• Ensuring that all staff dealing with positive and negative feedback are taking a consistent approach to case management - particularly relevant when progressive stages are being handled by several people, potentially at disparate locations
• The quality of all communications - letters, emails, etc. - meet the agreed standard
• Appropriate action is being taken, employing the right tools and collaborative opportunities
• All actions are being comprehensively recorded, forming a robust audit trail
• For instances of negative feedback - formal and informal - the issues reported by the complainant are thoroughly investigated and acted upon.

Separate help articles have been created for each key aspect of feedback case consolidation management, including:

• To consolidate related feedback cases
• To detach linked feedback cases
• To create a new feedback case via an existing record
• To view the summary of a linked record in a feedback case