Feedback contact management overview

Technically, anyone can make a complaint to the housing organisation, including, say, the representative of someone who is perhaps dissatisfied with the service provided, whether that be a friend, a relative, or an advocate, if they are acting on a tenant's behalf. Of course, feedback management is not limited solely to complaints, but can also be used to capture positive feedback received from tenants or other stakeholders who have been delighted with the service they have received. Indeed, it is important not to underestimate the power of positive feedback, particularly where it can be directly attributed to a specific team or employee, both in terms of staff motivation and also the profile of the housing organisation to potential future tenants, based on favourable reviews.

All individuals connected to a feedback case - complainants, proponents, agency professionals, contractors and the like - are added to the case file as separate contacts and identified through association to a specific record type. All details stored against the contact record that are considered pertinent to the progression of the feedback case, such as communication details and the like, can all be accessed directly from within the feedback case file.

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

• To add a new contact to a feedback case
• To update the details of a contact in a feedback case
• To view the communication details of a contact in a feedback case