From today (10 September), all staff will be required to follow a new process when dealing with complaints from the external community. The process is designed to enable the University to efficiently manage complaints.
This process will apply across all areas of the University and will deliver a number benefits:
• allow complaints to be managed quickly and resolved early;
• deliver data to show how many complaints are received and trends over time;
• identify root causes so that resolving action can be identified
In the longer term, this new process will allow the University to work pro-actively with local communities to tackle the causes of complaints, helping us maintain our positive reputation in the Southampton area.
The process is simple and aims to get all community complaints quickly to the right place so that they can be dealt with by people with appropriate knowledge:
1. Capture key information – a form has been created on SharePoint to prompt anyone at the University receiving a complaint to capture the necessary information to ensure the issue can be dealt with promptly.
2. Refer it to the right place – Identify where to send the information – using the process document on SharePoint.
3. Send the information by email, or phone the right place and pass on the details.
4. That’s it! You need take no further action as the complaint will now be dealt with in the appropriate way
Visit https://sharepoint.soton.ac.uk/sites/ese/complaints/default.aspx or simply search for ‘community complaints’ from the SharePoint homepage for other useful information, including:
• a form for capturing complaints
• details of who to send complaints to
• more detailed process documents for those that need them
Information about the process aimed at the general public can be found on the University’s Community pages southampton.likn.co/community/