Unlocking Door

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Your home and our services

Aimee Cavener

Written by Aimee Cavener, marketing advisor

The regulator for social housing is creating a new system. This will assess the quality of homes and services social housing landlords provide. It includes a set of tenant satisfaction measures. We’ll be reporting on these, and it’s a way for people to understand how well landlords are doing.

Here are the measures at a glance:

  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management

We’ve looked at some of the things you said are important to you in our customer promise survey . Below you can see these grouped into the relevant satisfaction measures. There is also some information on how we are tackling them.

Keeping properties in good repair

You said the time it takes for us to complete a repair and for it to be right the first time is important to you. As a result, we have designed a new solution for maintenance in the South. We have divided the contracts into smaller, local chunks.

If you need to report a repair, please use our reporting damp or mould form or for other repairs our online repairs tool.

Maintaining building safety

You said the security of your home, especially doors are important to you.

As a result, we are looking at how we respond to broken doors. We know that when door security goes wrong, it is your biggest concern.

Respectful and helpful engagement

You said that keeping in touch with you regularly and speaking to a real person is important to you. You told us that our customer service centre doesn’t always feel friendly and helpful, especially when you have a complaint.

As a result, we now have quarterly training sessions for colleagues. The sessions focus on managing complaints and difficult situations. Our customer engagement team and some involved customers support these.

Remember, you can get involved, have your say, and make a difference in your community.

Effective handling of complaints

You said that keeping you up to date with the status of your complaint is important.

As a result, we now have more colleagues to help us with complaints. We have also reviewed our complaints policy in partnership with customers.

Find out about our compliments and complaints process.

Responsible neighbourhood management

You said that seeing clear outcomes from estate walkabouts or inspections is important to you. As a result, we have been developing a digital response. This means housing managers can record inspections and actions to be taken. These will be stored digitally so customers can view them.

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