Following a B grading for overall performance in a Performance Inspection by its regulator, Communities Scotland, UK, Link Housing, a subsidiary responsible for Link Group’s housing management and maintenance services, found it had a number of challenges: Inconsistency in service delivery between 4 area offices; Inconsistency in the quality and amount of information provided to customers; and lack of detailed procedures covering some aspects of the service. To address these the organisation op...

BPIR Categories

7.3.2 Manage customer complaints
7.3.1 Respond to information requests

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