YMCA Blackburn Complaints Policy 2026
YMCA Blackburn board response 4th June 2025
The board recognise the ongoing plans and actions to improve complaint tracking and ongoing reporting. Whilst it may seem positive the infrequency of complaints reported it is also identified this must continue to be scrutinised to ensure managing agents are able to accurately distinguish and report landlord complaints and service requests. Ongoing managing agent forums will ensure this remains a core focus throughout the year.
Tenant Satisfaction Measures action plan 25 26
YMCA Blackburn board response 24th June 2025-
As a trustee of YMCA Blackburn, I would like to acknowledge this year’s Complaints Performance and Service Improvement Report. I’m proud to see the continued commitment to transparency, learning, and resident-focused improvement reflected throughout this document.
It is clear that real efforts have been made to strengthen complaint handling processes, respond swiftly to resident concerns, and use feedback—whether formal or informal—as a tool for positive change. I also welcome the reflective approach taken in acknowledging where there is still more work to do, particularly in ensuring tenant requests are fully and accurately recorded. This willingness to evolve and improve is a hallmark of a responsive and values-driven organisation.
Thank you to everyone involved for your dedication to delivering quality services while continuing to champion the voice of residents.
Tenant Satisfaction Measures action plan 24-25
Annual complaints performance and service improvement report June 24
YMCA Blackburn board response 24th June 2024-
‘We see a healthy complaints culture as integral to Stakeholder Engagement. Whilst the report recognises a good response to complaints, the Board understands that further investment is needed to ensure real time data collection of complaints and responses. Therefore, the Board have invested in software that expands upon the existing data collection provision to now enable further methods of communication for residents.’
