We receive a wide range of helpful feedback and ideas on how we can improve our services - thank you.
These insights come from surveys, consultations, focus groups, Facebook comments, complaints, and, of course, everyday conversations with our housing, maintenance and customer care teams.
We truly appreciate the time customers take to share their views. Thanks to this input, we’ve made several improvements, like those listed below.
Making your experience better
We listen to residents' feedback and try to make our services smoother, clearer and more responsive. This page has details of key improvements we’ve made, how they affect you and ways to get involved in shaping the services you use and pay for.
Click on each item below to see the changes we’ve made and how they improve homes and services.
We fixed a technical issue that sometimes caused mistakes when booking repairs for newly-built homes still under warranty. This means quicker, more accurate repairs, and makes sure costs are properly met by developers and contractors.
You can contact the Customer Services team through Facebook (during office hours), giving you another quick and convenient way to get in touch.
We’ve also refreshed the look of MyHomeOnline to make it simpler and easier to use – especially on mobile phones. We're going to add more features to the system so you can do more online, at a time that suits you.
When we send you a letter about your annual rent increase, the Customer Services team will always have the latest rent and service charge details to help with any queries.
If you raise a serious repair complaint, we will log and treat this as a High Priority Complaint. We’ll track it closely through to completion, and a member of our Property Team will follow up with you afterwards to make sure the problem is fully resolved.
If we need to pay you compensation, the Complaints Team and Director of Customer Experience will handle this in line with aligns with the Housing Ombudsman’s guidance to ensure:
- Faster decisions
- Fewer delays
- Greater fairness and consistency.
Housing Officers can securely access information while visiting you at home or being out in the community. This means they can deal with queries and updates straightaway, without having to wait until they’re back in the office.
A Housing Officer is always on hand in the contact centre alongside the Customer Services team, ready to support colleagues with more complex queries. This means you can get answers quickly, without unnecessary delays.
The Communities Team works closely with Customer Services to respond to anti-social behaviour to help us respond more effectively.
If you report fly-tipping to us, the Customer Services team can book the removal immediately during your call.
When you move in to a new home, we’ll make sure you know exactly where to find the:
- Water stop-tap
- Gas meter and shut-off valve
- Electricity consumer unit (fuse box).
We'll put a handy notice inside one of the kitchen cupboards as a quick reference.
If there’s any work that still needs doing to your home after you’ve signed the tenancy, we’ll tell you clearly what’s outstanding and when it will be done.
And if you'd like to make changes to your home, we’ve made it simpler to get the go-ahead. Our Customer Services Advisors can issue instant permission for things like:
- Electric vehicle charging points
- Outside taps or lighting
- Extra electrical sockets
- Fish ponds
- Replacing your bath with a shower.