We recently learnt an important lesson. A customer with a hearing impairment couldn’t report an emergency repair out of hours. Our chat function isn’t available then. We learnt we need to be better at ensuring customers know they can reach us using a text service called Relay. We’ve improved our information and we’re spreading the word.
Issues with suppliers and availability of tradespeople are still causing delays in repairs. We’re keeping our customers up to date.
At the moment, we give timescales for overall repairs. Some repairs are more complex than others and may take more than one visit to be fully repaired. So we’re looking at including timescales for follow on works.
This means repair timescales will be more realistic. Customers will be much clearer on when all parts of a repair will be complete.
We want to make sure that our processes are as efficient as possible and we're always looking for ways to improve. We’ve recently amended the way we approach and process TV aerial repairs. Now, customers aren’t facing unnecessary delays and we can get the job done more quickly.
We asked customers what training they would like to see our colleagues focus on and they said:
We have a colleague training hub called ‘creating a positive complaints culture’. We’re working with customers to design these new modules. If you’d like to get involved, get in touch.
We have had quite a lot of feedback through complaints about the way we develop and build our properties.
It’s often difficult to change existing buildings (though we always do our best to rectify issues). However, we can use this feedback to shape future developments. A group of customers have supported us to develop design standards.
Some of their recommendations are:
There's lots of ways to shape what we do and make a difference to your community.
If you’ve got a great idea that helps us do things better, don’t be shy, just let us know. If you pop over to our compliments and complaints information, we’ll tell you how you can give us your feedback.
Our customer scrutiny groups continue to give us feedback on what we could do better. We’re ensuring complaint owners have a tight grip on complaints and are accountable. Top tips on how we can do this from our scrutiny groups below:
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