YMCA BLACKBURN COMPLAINTS PROCEDURE[53]
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.
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.’
