Page 34 - Pobl Annual Report FY25

32 Annual Report 2025
Delivering on feedback
While our customers continue to rate us highly in many areas, feedback consistently highlights
opportunities for improvement particularly in repairs and maintenance. Customers often express
satisfaction with the quality of service once repairs are carried out, but delays in reaching their
homes remain a key concern.
In response, we’ve taken several important steps to act on this feedback:
• Comprehensive Repairs Review: We are undertaking a detailed review of our repairs
service to improve speed, quality, and customer satisfaction. This includes listening to
customer feedback at every stage and using it to shape how we deliver services.
• Expanding Customer Voice: Our Pobl and Linc Customer panels have joined forces,
and we’re focused on creating more opportunities for customers to influence and improve
our services.
• Call Quality Framework: We introduced a structured framework to assess the quality of
customer interactions within our Contact Centre. This enables us to regularly review and
improve how we communicate with customers, ensuring conversations are clear,
empathetic, and solution focused.
Complaints
Our approach to complaints has evolved
significantly in 2025, aligning fully with the
Public Services Ombudsman for Wales’
guidance. This has led to a more consistent
and transparent recording of complaints
across the Group.
In January 2025, we adopted a unified
process across Pobl and Linc, resulting in
a rise in recorded complaints, not due to
declining service, but due to improved
logging and adherence to best practice.
These changes reflect our commitment to
transparency, accountability, and continuous
improvement ensuring that every piece of
feedback helps us deliver better outcomes
for our customers.