Initial contact

Call to speak to the person who has made the complaint.
This can be helpful as:

• People may feel more reassured, feel they are being listened to and that we understand this is a really difficult time.
• Managing expectations is key.  Our aim, certainly initially, is to take a preventative and persuasive approach.
• Our message to residents is that we all need to be tolerant and patient during this difficult time as much as we can.
• Explain our limitations to help manage expectations. It might help to let residents know that these restrictions are also impacting on how we deliver our services, and, with staff sickness, all services might operate more slowly or differently. 
• Explain that levels of general household noise are likely to be more noticeable as people are staying at home and children home schooled.​
• It might be helpful to reiterate why restrictions are in place​
• Our message to residents is that we all need to be tolerant and patient during this difficult time as much as we can.
  
  

Added 8/4/20