Handovers could be improved
I found handover between different phases of the process was not well managed. I never knew when to stop contacting one person and go to the next.
I think having one point of contact throughout the process to ask and communicate with would be very helpful.
Also, when one phase ended, but I had no idea what was next so I may have messaged the person previously responsible the reply and response time was greatly increased or msgs went unanswered.
The process could use greater clarity.
Date of experience: April 15, 2023
