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

Last financial year

April 2020 – March 2021

172 complaints received

16 complaints were escalated to stage two

2 complaints were reported as stage 3 tenant experience group appeals

4 complaints were escalated to the Housing Ombudsman Service for further investigation

Last quarter

January 2021 – March 2021

46 complaints

 

The main causes for complaints are:

- Time to complete repairs

- Customer contact and communications

- Service Quality

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