Definitions

Feedback is information coming directly from customers about the satisfaction or dissatisfaction they feel with a product or a service. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer

A compliment is an expression of satisfaction with one of DH’s services or with the way the service has been delivered by one or more staff.

A complaint is when a customer, a member of the public, or another organisation expresses dissatisfaction with a specific aspect of service where the complainant is dissatisfied with the standard or type of service and requests a changed outcome. A complaint is different to an appeal.

An appeal is the process if an applicant or tenant is dissatisfied or disagrees with a decision made by DH to provide, or not provide, a service (such as housing, transfer or priority on the Housing Register) that they believe may affect their application for housing, or their tenancy.