Case studies

We've helped lots of organisations improve their complaints handling. Check out some of the companies we work with:

 

Albyn Housing Society
Linstone Housing
Bield, free to be
Eurochange
Tollcross Housing Association
Paisley South Housing Association

 

 

See what our clients say

Bield, free to be

 

Client: Bield Housing Association

Size: Large housing association providing homes for around 15,000 people

Client: Kathryn Crombie, Business Support Manager

 

 

What attracted you to Cirrus?

"We needed a cost effective system to help us to manage complaints quickly and effectively focusing on local, early resolution. Cirrus fit the bill perfectly."

How does it help your business?

"It's more than an IT solution - Cirrus actually improves how complaints are managed. It's easy to use and the removal of a complicated system helps our staff to focus on the most important area of complaint handling: solving the problem."

"Cirrus is very competitively priced when compared with other software in the market or bringing in resources to develop our own solution."

And your experience of using Cirrus?

"As the system is cloud-based, we didn’t need to change our technical infrastructure at all. There was no need to even install any software. The ease and speed of getting set up was a real bonus, and training requirements were minimal. The support team are great. I was really impressed to receive calls from the Cirrus support team asking for my feedback on future developments of the products already."

Overall: any conclusions?

"The complaints knowledge we have gathered in just over seven months whilst using Cirrus far exceeds anything we have achieved in previous years. Cirrus is really helping us in improving our service to customers."

Albyn Housing Society

 

Client: Albyn Housing Society

Size: Small housing society - affordable homes for rent to over 2,800 people

Client: Carolynn Lawrie, Corporate Officer

 

 

What attracted you to Cirrus?

"It has been specifically designed to the fit with the Ombudsman's complaints handling procedure. We were given a demonstration and could see how easy it was to use."

How does it help your business?

"Cirrus requires minimal training which means a number of staff can log and monitor complaints easily. We no longer have to rely on one or two people to do this work."

And your experience of using Cirrus?

"To have a complaints tool that's been developed by an organisation with 45 years experience of housing management was great. It meant we had something we could work with straight away."

Overall: any conclusions?

"It's far more cost effective than doing it all ourselves, as other systems worked out to be too expensive. And the added IT support gives us peace of mind. It really has changed the way we handle complaints for the better and we're interested to hear what our customers think about it."

 

Paisley South Housing Association

 

  We have been using the system since spring 2013. We have found the system easy for staff to use and to track complaints. Cirrus over the year has been happy to take on-board comments from users to make improvements to the system and continues to work to improve the system. Reporting is simple and can be easily analysed through Excel.

Lorna Colville, Finance Manager

Bridgewater Housing Association Limited

 

  When the Scottish Public Services Ombudsman decided to streamline the Complaints Handling Procedure and developed the model Complaints Handling Procedure 'Valuing Complaints' Bridgewater decided we required a better way of recording complaints in order for us to be able to analyse information gathered and enable us to 'get it right first time'.

Lesley Hughes, Bridgewater Housing Association