Customer Feedback - You said, We did

We listen to you when you give us feedback on the services we provide.

The feedback you give us is shared with relevant staff to make sure we are learning and improving our services.

You said;

I had to temporarily move out of my home while you carried out work and different staff told me different things. It also wasn’t clear who was doing what and there was work outstanding when I moved back home.

We did;

We understand that it can be disruptive when you have to temporarily move out of your home
in order for us to carry out work. We used resident feedback to establish a dedicated point of contact for residents. Once we identify that a resident will need to move from their home to allow repairs to be undertaken, a member of staff will contact the resident to explain everything and answer any questions. This member of staff will be the dedicated point of contact throughout the entire process. Once works have been completed, an Asset Surveyor will visit the property with the resident to sign everything off.

You said;

I complained about a repair, you told me what you would do to resolve it but you didn’t do what you said you would and my complaint was not resolved.

We did;

Our Assets Team meets weekly to track all complaints. We review a live action tracker so we can see when works are due to take place and arrange for a post inspection to be carried out by an Asset Surveyor or M&Y supervisor. We’ll always contact the resident once work has been completed to ensure they’re happy with the resolution.

You said;

You carried out work to the roof of my house but I didn’t know that anyone had been so I spent time chasing for an update when the work had already been carried out.

We did;

When we have carried out work to the outside of your home, the operative will post a card through your door to let you know that the repair has been completed.