you said

Your feedback really does make a difference to how we deliver our services.

We get lots of feedback and ideas for how we can improve our services - from surveys, consultations, focus groups, Facebook comments, complaints and of course conversations with our housing, maintenance or customer care teams.

We really appreciate your time and listed below are some of the recent improvements we have made by listening to your views.

  • Out of hours service

    March 2024

    You said...

    • The advisor from your out of hours service was rude and not helpful.

    ...we did

    • We’ve introduced monthly quality checks with our out of hours service provider.

  • Gas contractor isn't reliable

    March 2024

    You said...

    • The gas contractor doesn’t attend when they should and they don’t fix the problem.

    ...we did

    • We retendered our gas contract and have a new gas contractor from 1 April 2024.
    • We involved customers in the selection process, and used feedback from customers to help us provide a smooth transition to the new supplier.

  • Can we have more choice of decorating help?

    January 2024

    You said...

    • When we moved in, we were given B&Q vouchers for decorating, but don’t have a car, so it was hard to use them.

    ...we did

    • We’ve changed how we offer decorating support to new customers. Now, complete decorating packs, which include everything needed to freshen up a new home, can be delivered to their door by Johnstone’s Decorating Centre.

  • Can we have printed newsletters?

    November 2023

    You said...

    • I don’t use the internet. I’d like to receive more updates by post.

    ...we're doing

    • We’ve introduced an annual printed newsletter.
      If we have an email address for you, most communications are sent by email. If we don’t have an email for you, ALL essential communications are sent by post.

  • Quality of contractors

    August 2023

    You said...

    • Getting repairs done is hard work and the quality of workmanship is sometimes poor.

    ...we did

    • We’ve recruited a senior maintenance surveyor.
      This new role has been created to manage and support our contractors, to help improve the service they provide.

  • Air source heat pump installers are not performing

    September 2022

    You said...

    • The standard of work from the air source heat pump installer is not good enough.

    We did...

    • During summer 2022, we temporarily halted installations and had a full service review with the contractor.
  • We want contractors to provide a better service

    September 2022

    You said:

    • We want contractors that can provide a more reliable service

    We did:

    • We have started working with Alect as our responsive repairs contractor. The new contract is built around customer feedback, and has a much greater focus on customer service than the previous contract
    • We have reviewed and updated our Contractor Code of Conduct, which will be issued to all new contractors
  • We want more scheme visits

    You said...

    • Regular visits to schemes to speak to residents would be beneficial

    ...we did

  • Nothing changes

    You said...

    • Nothing changes, so what's the point
    • Take time to listen to tenants and seriously listen to what they are saying

    ...we did

    • We've increased resource in our housing team so our housing officers have more time
    • We've increased resource in our maintenance team
    • We encourage residents to be 'involved' - to have their say and share ideas - and provide feedback from what they've told us
    • We have a new complaints process and always aim for a quick resolution
    • We have introduced a Your Idea Matters scheme
  • We want a complaints form

    You said...

    • There should be a form for tenants if they want to make a complaint

    ...we did

  • We'd like more benefits support

    You said...

    • I'd like more individual support from my housing officer about benefits

    ...we did

  • Shared owners need more information

    You said...

    • Information for shared owners is not easy to find. The lease you’re given when you buy is ambiguous and the staff at times are not knowledgeable. A pack should be given to new buyer and updates sent out to each homeowner so they know what they are responsible for.

    ...we did...

    ...and we're doing

    • We're reviewing our moving in process for shared owners
  • Contractor appointments

    You said...

    • Contractors often don't give much notice of appointments and sometimes don't turn up at all

    ...we're doing

    • We have introduced daily meetings with our gas contractor and weekly meetings with our day-to-day contractor to manage issues and complaints