The following suggestions may be helpful when dealing with complaints or queries from your neighbours – most are simply good customer care:
- Be ready to receive communication – especially complaints. Who in your organisation will be designated to respond?
- Record the details of any incoming communication, including the date, time and who received the complaint/query.
- Do not pass the caller from person to person – go direct to the person who can respond to the query, or arrange to ring the caller back and follow up promptly.
- Do not promise outcomes which you cannot bring about.
- If you make changes in response to a complaint – record them.
- If you investigate the complaint and find that it is unsubstantiated, you still need to record your findings.
- If the authorities get involved, co-operate fully.
- If you suspect that the complainant may do something illegal, such as threaten to cause damage or harm your staff, record this fact and contact the police as necessary (see violence in the Health and Safety guide).