You said: It’s important we learn from complaints and change the way we provide services to you.
We did: We set up a service improvement group. The group meets monthly to see if there are changes we can make to benefit our customers.
You said: You’d like to be able to provide your own records when making a complaint.
We did: We changed our complaint acknowledgement letter to help you do this.
You said: You’d like a variety of opportunities to get involved and have your say.
We did: We created a National Customer Group and have created lots of ways you can get involved with us. Please click here for more information.
You said: You’d like clearer guidance on how we manage fly tipping.
We did: We worked with our Customer Reading Panel and will update our website.
You said: You’d like us to review our formula for maintenance reserve payments (Rowan Court Leaseholders, Cotman Housing).
We did: We amended the formula and adjusted payments.
You said: It would be helpful to improve communication with you when there is an incident such as a leak in your home, or a neighbour’s home.
We did: We make sure we contact all customers who may be affected by an incident.
You said: It’s important we are clear on the expectation of contractors working in your home.
We did: We created a RESPECT standard for our contractors to follow.
Agreed with our customer reading panel.
You said: Improve information received by customers at the start of their tenancy.
We did: The information customers receiving when starting a new tenancy with us has been reviewed and revised.
Changes have been endorsed by customers, through our scrutiny panels.
You said: Give a single point of contact for our customers in supported housing when ending their tenancy ends.
We did: We amended our process to ensure customers at the end of their tenancy, are allocated a single point of contact, to support them through the process.
You said: Update our websites and improve the ways customers can access information digitally.
We did: All the landlords in our Group have updated websites and we introduced a new customer portal.
The websites were reviewed by the National Customer Group and there is a wider project to keep improving.