A big thank you to our customers
With your help we’ve been able to produce a Customer Action Plan, following our recent inspection. This focuses on the top three things you’ve told us to change:
During the inspection the Audit Commission identified a number of areas that we need to improve, to view the recommendations please click here.
Customer Action Plan
In response to the recommendations, we asked you to tell us your views.
We’ve received some great feedback, with over 8,000 responses. This feedback has been used to shape our Customer Action Plan, which you will shortly receive in our customer newsletter, or to view click here.
You told us that your main areas for concern we’re:
- A better repairs service
- Better communication
- Better estates and neighbourhoods
Technical Action Plan
We’ve also prepared a Technical Action Plan, which focuses on how we will respond to the recommendations suggested by the Audit Commission.
Our Technical Action Plan can be viewed by clicking here.
This is a long and complicated document, as we need to assure our regulators we’re working on their suggestions. This will be used as a management tool, to make sure we’re keeping on track and delivering the best possible service for our customers.
There’s lots of jargon in the document, so we’ve included a glossary on the back page.
Our Approach
If you’d like to learn more about the approach we’ve taken to develop our plans, please click here.
What happens next?
The Audit Commission will publish a second report. This is referred to as “Judgement 2”. It will tell us how confident they are that we will be able to improve. We will publish the results of this on our website and through our customer newsletter.
We’d like to hear your views on our Customer Action Plan, and how we’re doing on delivering our improvements. Send us your feedback by clicking here.
Website Redesign
We are in the process of completely re-designing this website. We know it may not provide you with the information you are looking for, but please bear with us. We hope to re-launch our website at the end of the year.
If you cannot find the information you are looking for click here and we will do our best to help.
Please help us, what would you like this website to do for you? Please complete our survey by clicking here.
Customer Profiling Questionnaire
To help us improve the services we provide you, and to make our homes places where people really want to live, we need to have more information about who our customers are and what services you want and need, both now and in the future.
To take part in the Customer Questionnaire please click here.
If you have any questions about the form or would like help filling it in, or would like a copy posted to you please contact 0191 332 4930 or email customerquestionnaire@homegroup.org.uk