Your Feedback
Between 1st April 2013 and 31st March 2014:

Over the last year, we have been focused on increasing the amount of feedback captured, including complaints.. We see all feedback, compliments, complaints and comments, as genuine opportunities to make a change so that the reason for the complaint doesn’t come up again. We still have a lot more to do in terms of making sure we tell people about all the things we are doing to improve services as a result, but that’s what we’re working on now

Our Improvement Commission has started a review of the feedback process to see what works and what doesn’t, and look at improvements we can make
You can give feedback in lots of ways, which include:
  • On our website here
  • By email to
  • By phone on 01494 476100
  • In writing or face-to-face at our head office –

    Windsor Court, Frederick Place,
    Kingsmead Business Park,
    High Wycombe,
    Bucks, HP11 1JU

We received more than 330 compliments about our staff and services!

We put in place a new approach to managing negative feedback informally at the first point of contact, to give more people the help they need when they need it, rather than just enforcing a formal complaints procedure whenever we hear the words “I want to make a complaint”. Because of this, we have helped many more people without them needing to put their concerns in writing.

Improving our process of learning from mistakes, so that we don’t keep getting the same things wrong

Getting better at telling you what we changed because of your feedback, and demonstrating how we’ve built this into our ‘every day’ and avoid it happening again

Investing a new system to help us get better at capturing all feedback to give us more information in the future.

Not taking feedback seriously can not only make a customer feel unimportant, but it also wastes a golden opportunity to improve our services. If we don’t treat complaints seriously early on, they only get bigger and more complex which costs everyone more in time and money. That’s why we now operate an ‘informal first’ approach, where we will always try and resolve things fully in the first 48 hours if we can and if you’d like us to.

Vince Conlan (Chair of theTenant and Leaseholder Committee)

"Having been an involved tenant ever since we set up Red Kite, I know just how important it is that we get feedback from anyone who uses our services. It doesn’t matter whether it is good or bad – we need it!

Without it, we don’t know what we are doing well and what we need to change. It was only as a result of your feedback that we knew that our repairs contractor wasn’t meeting the standards that we set and we were able to do something about it. The feedback you gave us about our previous grounds maintenance contractor also meant that we’ve changed the contract to have more grass cutting. We, as involved tenants, use your feedback (in all areas of our services) to help shape Red Kite. We need to know what everyone thinks so we can act on your behalf so please keep it coming in and thank you for your responses. "

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