You've made a difference

You can read some of their successes below and if you want to get involved, find out more about our various opportunities available here.

Improving our services:

Our consultation group had their say on 5 business practices – our chatbot, preferred payment methods, customer importance of services and our grounds maintenance and caretaking webpages. They:
 

• Enabled us to make some improvements to our chatbot design, so customers are better guided to the answers they’re seeking.
• Suggested that some of our payment methods such as paying over the phone were difficult. So, we’re using their feedback to make improvements so they’re simpler and easier to use.

Customers reviewed 10 policies, including our Housing Management, Lettings, Complaints and Compensation policies.
 

• Customers gave each policy a understanding score to help us to ensure our policies are easy for customer to understand and highlighted areas where we could make improvements by removing abbreviations and adding definitions and examples.
• Customers also suggested that we added and clarified certain information on some of the policies to make the process clearer for customers. For example, customers gave feedback on our complaints policy that we need to be more proactive in updating customers on their complaint. We’ve added the following statement: ‘We’ll aim to provide updates once a week during the investigation, unless less frequent contact is preferred.’

Customers reviewed and influenced some of our service standards
Thanks to feedback from customers, the keeping in touch, putting things right and the customer influence service  standards were shaped to make sure everyone gets a helpful, respectful, and personal experience. It promises that when you get in touch, the team will do their best to sort things out quickly, keep you updated if it takes longer, and always treat you and your situation with care.