How can it benefit anyone, customers or staff, to pile on more pressure when there is already too much of it? When there isn't proper and full consultation about changes that directly affect the public, and operational staff are already under perpetual scrutiny, the emphasis on further negativity can be soul-destroying. Why aren't there "compliments"/"neutral comments" policies in organisations, to counterbalance the effects of invitations to complain?
Funding and audit organisations are always, it seems, looking for fatal flaws in our ways of working. This is now out of all proportion. In housing we have a blame culture that generates much hot air and paperwork, but doesn't actually change much. I suspect that, in the end, is what stops people from complaining.
Also, I take issue with Tzilivakis' point that venting feelings is not complaining "properly". What's wrong with allowing people to let off steam, if that's what they need? Certainly I see that as part of my job.
Source
Housing Today
Postscript
Su Jacquest, housing/support worker, via email
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