Your feedback helps us to do better: to improve our services for you and other customers. Here are just some of the ways we’re listening and acting on what you tell us.
Your feedback helps us to do better: to improve our services for you and other customers. Here are just some of the ways we’re listening and acting on what you tell us.
The number of complaints we – and other housing associations – receive has been rising and increased volumes have meant that we’ve not always got it right when it comes to responding to your complaints quickly and effectively.
We’re making a host of changes so that you can expect a caring, compassionate and professional service if you ever wish to make a complaint. These include:
Go to Complaints
We know that four out of five complaints are repairs-related and our Tenant Satisfaction Measures scores also indicate that you want a better repairs service.
We’ve been working with our engaged customers on a project to improve our repairs service. So far, we’ve been focused on:
We know that there have been times when you’ve waited too long for us to answer your call and that you want us to be easier to deal with when you contact us via our Customer Support Team.
Our Tenant Satisfaction Measures show that our shared owners are less satisfied with our services than customers in rented homes. This is a trend we’ve seen in other surveys and feedback – and this is also the case for leaseholders and outright owners.
We’re currently planning a series of improvements designed specifically to benefit shared owners, leaseholders and outright owners.
Right now, we’re focusing on:
We know that your communities are important to you and your feedback and our Tenant Satisfaction Measures scores tell us that you want us to deliver an even better standard of estates services.
Here are just some of the ways in which we’re focusing on improving our estates services, so you can feel proud of where of you live:
We’re working with our engaged customers to develop a system that will allow customers to provide real time feedback on estates services in their community, so we can respond if services aren’t being provided to the right standards.