Improving and learning from your feedback
We aim to provide great homes and services for our customers. That is why your feedback is really important to us, including complaints. If you tell us what isn’t working, we can put it right and make improvements by changing how we work in the future. We also appreciate hearing about what’s working well and any shout-outs for our teams.
You can share your feedback through the annual Tenant Satisfaction Measures survey, and we’ll also be in touch for your views when we’ve completed a repair, or after you’ve told us about a complaint or report of anti-social behaviour. We also conduct ad hoc surveys on important topics, like our retrofit programme, so that we make sure the actions we take are guided by you. You can get in touch at anytime to share feedback online, or by calling 0800 1380 380.
Here are some examples of actions we have taken based on your feedback about how we work with anti-social behaviour. Read the full report.
You said: I would really value and appreciate home visits from my Neighbourhood Officer.
We are now: Offering face to face meetings. We stopped doing them during the COVID-19 pandemic, but are now reintroducing home vists if you would like them.
You said: There was not sufficient understanding about my vulnerability and disability.
We are now: Collecting this information for all our customers. When you contact us to report anti-social behaviour, we will ask you questions around any vulnerability and disabilities you have so we can provide any additional support you may require.
You said: I was unsure how frequently you would contact me about the anti-social behaviour complaint I made.
We are now: Contacting our customers every ten working days as a minimum.
Complaints
If you make a complaint, we will listen to your experiences, find out more about what’s happened, and share our response with you. We also consider:
• Is there anything we could have done to better handle your complaint?
• How could we have improved our response?
• What could we have done to prevent your complaint?
Here are some examples of how we’ve made improvements to our services based on complaints
You shared that when you make a complaint, we didn’t always understand your issues.
We’ve provided training and guidance to our employees to make sure that they listen, respond with empathy, and fully understand your complaint.
You said the information we passed on to repairs contractors was sometimes incorrect, and this led to delays in some repairs being completed.
We’ve provided refresher training for employees that record information about repairs, and we are reviewing how our IT systems can support us to share the right information.
