Your feedback is extremely important to us and we are committed to listening and using your feedback to continuously improve what we do.

Each year, we ask how you feel about our overall service and on the 8 September you will have the opportunity, again to feedback by responding to a simple text message.

Since last year, we have been working really hard to understand what matters most and we have over 100 service improvements underway to help us deliver an outstanding service day in, day out. See some of the highlights below:

 

You said: There are some inconsistencies with our approach to customer service.

 

We did: We have refreshed our approach to delivering an outstanding customer service, retraining our staff so we could deliver an even better service.

 

You said: Some window and door replacements take too long.

 

We did: We have prioritised window and door replacements.

 

You said: Some issues are difficult to resolve.

 

We did: We’ve centralised our complaints team, including all repairs and maintenance, to help resolve some of the issues you told us about.  

You said: Our Shared Ownership customers found it difficult to resolve enquiries.

 

We did: We have recruited staff to help assist customers with aftercare for our shared ownership homes, this will help us deal with defects and issues more quickly and efficiently.

You said: My property needs some modernisation.

 

We did: We are implementing more stock condition surveys.

 

You said: There are ongoing ASB issues in my area that you don’t seem to be addressing.

 

We did: We have improved the way we tackle ASB to make sure you know what to expect and how we will deal with your case.

You said: Repair wait times need improving.

 

We did: Recruited additional repair operatives and improved our scheduling so we can complete more jobs.

Complaints and feedback

We aim to provide an outstanding service for our residents. However, we understand that sometimes things go wrong and you may be dissatisfied with the service you have received. We want to work with you to put things right.

Once we receive your enquiry, a member of our staff will investigate the problem and try to find the best way to put things right, ensuring you understand what is happening and when.

More information on how we handle complaints can be found in our complaints policycomplaints procedure and discretionary payments policy

To see our self-assessment against the Housing Ombudsman Complaints handling code click here.

You can tell us about your complaint in a way that's convenient to you by using one of the methods above.

Last financial year

April 2019 - March 2020 

197 complaints

Last quarter

October - December 2020

39 complaints

85.5% satisfaction score with feedback from 455 residents.

The main causes for complaints are:

- Customer contact and communication

- Service Quality

- Time to complete repair