Your feedback.

Here we show you how we have listened and acted on your feedback.

You told us

So what have we done

 

You were unhappy about how we kept you informed with your complaint.

We have put in a new system so we are able to track your complaint better which has led to a 25% improvement with the service. We are still working hard to improve our complaints process more.

 

You wanted us to be more visible on your estates and clean the external communal areas where you live more thoroughly.

We focussed on continuing to improve our cleaning services and have improved 24.6%, so for the first time ever we’ve reached 100% satisfaction.

 

With anti-social behaviour you are not doing well and ignoring the problem so it gets worse.

We have consulted residents and have an action plan to improve how we manage anti-social behaviour.

 

You were frustrated chasing up the ‘case owner’ on your enquiry.

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.

 

It can take a long time to get through to you on the phones.

We have implemented live chat on our website so you can ask us a quick question there!

 

 

It would be good if you could come out and talk to us.

We have just started a programme called neighbourhood Explorers where we will be coming out to our estates and chatting to you about your issues, to see what we can do to make your neighbourhood a better place.

 

You weren’t happy with the condition of your home when you moved in.

We are now inspecting work done by our contractors more thoroughly before people move into our homes to make sure they are a good standard.