United Utilities’ service recovery team won the treble at The UK Complaint Handling Awards 2019 in March.
The team, based in Warrington, UK, picked up the prizes for most improved complaint handling, most proactive complaints team and Sally Ainsworth won complaint handling leader of the year.
The awards, held at the Park Plaza Victoria Hotel in London on Friday 8 March, recognise the inspiring organisations who are dedicated to effective complaint handling.
Sally Ainsworth, head of service recovery, said: “This fantastic news is a result of us picking up the phone, listening, building rapport and then resolving customers’ complaints. I’m really proud of the whole team.”
The judges said: “Service recovery is a team that has changed the way it operates leading to a significant reduction in complaints – being proactive, responding quickly and learning from the insight are key elements of the changes.”
The team’s highlights include:
- Significantly improving resolution times from eight days to three
- An 80 per cent reduction in complaints since 2010 and a 22 per cent reduction in the last two years
- A reduction in repeat complaints of 64 per cent over the last two years – the second lowest in the industry
Well done to Sally and her team!