You told us
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What have we done
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You were unhappy about how we kept you informed with your complaint.
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We are reviewing our complaint process to make sure we improve our service to you.
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You wanted us to be more visible on your estates and clean the external communal areas where you live more thoroughly.
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We focussed on continuing to improve our cleaning services on your estates and satisfaction is now at 83%. We will continue to work hard to make sure we improve throughout the year.
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We responded to your feedback that we are not handling your ASB enquiries very well.
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We worked hard to make sure our levels of satisfaction with our ASB process improved. Our new process and system for managing ASB has seen satisfaction improve by 60%.
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You were frustrated chasing up the ‘case owner’ on your enquiry.
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We made changes to our process to make sure our colleagues get back to you more quickly. We’ve had feedback that our colleagues now listen more and are more polite.
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It can take a long time to get through to you on the phones.
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We have implemented live chat on our website so you can ask us a quick question there!
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It would be good if you could come out and talk to us.
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We have just re-started a programme called Neighbourhood Explorers where we will be coming out to visit estates and chatting to you about your issues, to see what we can do to make your neighbourhood a better place.
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You weren’t happy with the condition of your home when you moved in.
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We are inspecting work done by our contractors more thoroughly before people move into our homes to make sure they are a good standard. |
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