Your feedback matters
The most important thing about giving feedback is knowing that you have been listened to, and we love hearing what you have to say. It could be over the phone, face-to-face, replying to a text or taking part in our annual survey - by letting us know how we’re getting on, you help us improve the service we offer.
Your feedback directly shapes our services across the board, whether it relates to housing, your neighbourhood, anti-social behaviour, repairs or call wait-times, everything we do is designed around you. Here's a snapshot of some of the actions we’ve taken off the back of what you've said.
You said
I need to understand what the timescales and expectations are for my repair.
We did
Created and published a repairs policy, which was approved by tenants within our Influencer Network.
You said
People in my community need help and struggle to reach out online or by phone.
We did
Introduced visiting officer roles with the key purpose of reaching out to tenants we're not hearing from, to ensure safety.
You said
It's taking to long for you to complete my repair.
We did
Completing repairs is one of our priorities, we've introduced a repairs transformation plan and significantly reduced the number of outstanding repairs.
You said
Some conversations with our staff have been unempathetic and could have been handled a little better.
We did
We rolled out Customer Excellence training with our Customer Service Team and have re-launched our STAND OUT campaign making sure all staff always have our key customer service principles at the forefront of their mind.
You said
You want an improved community spirit.
We did
We launched a Neighbourhood Champions programme.
You said
You're concerned about damp and mould in your home.
We did
Created a new Damp & Mould process which will introduce change, in line with Awaabs Law.