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Your views help shape the way we do things, making sure our services work for you. When you take part in one of our customer transaction surveys – whether it’s about repairs, other services, or our perception survey run by TLF Research – your feedback helps us understand what’s working and where we can do better.
We take time to review the results from our surveys and look at where we’re doing well, and where we need to improve. We’re happy that most of you feel that our staff are polite, helpful, empathetic and supportive, and that you consider your home to be safe and secure.
This year, we’re focusing on the areas where we can make the biggest improvements for our customers, by:
We’re committed to giving you a great experience every time you get in touch. That means fewer issues with our service, quicker responses no matter how you contact us, and making sure new homes are built right the first time.
Continuing to reduce the length of time you have to wait for a routine repair to no more than 28 days, and ideally less. A new planning system has been introduced to make sure there is enough time in trades’ diaries to complete the work in one visit. We’re also ensuring our trades’ vans are well stocked to enable them to fix repairs the first time they visit, reducing the need to book in follow on jobs
Developing our online account to ensure you can have much more control over your information and can, for example, book in your own repairs and see when planned maintenance is scheduled
Improving how we manage reports of Anti-Social Behaviour (ASB) by strengthening our communication and case handling – including better follow-up when cases are closed
If you receive a text or an email survey from us, or you receive a phone call from TLF Research asking for your feedback on the services we provide, please do take part, as we really value your feedback.