Customer news

You said, we did

We listened to your feedback to tailor our post-lockdown services

We always want to hear where you think we need to make improvements. And if you’re asked to take part in a customer survey or contact us, we want you to know that you’re listened to and where we’ve updated our services to make them better.

We’re pleased that in our customer satisfaction surveys most of you tell us you find our staff polite, professional and knowledgeable. But you also tell us that you would like better communications and involvement on things that affect you.

During lockdown did our best to support our customers, by implementing the following initiatives: calls to vulnerable customers, providing temporary homes for the homeless, donations to local food banks, working with community groups and providing sim enabled tablets to assist children in continuing their schoolwork from home. The feedback we have received after implementing these measures, has been incredibly positive and customers have been very appreciative.

As we also adapted our services during the coronavirus lockdown, to follow the latest government advice and ensure your safety, it was really important to us that we consulted with you on our approach – particularly as lockdown restrictions began to ease. We set up a customer coronavirus guidance group and through a series of webinars, you helped to shape our post-lockdown service, choosing the best way to reintroduce our repairs services and also reviewing our communication to customers during the pandemic.

We also reached out to customers from our kitchen and bathroom replacement programmes, asking them to complete a short survey to find out if they’re comfortable to allow us into their home if we were to restart this service. 284 of those customers responded and it’s great to see that 93% are keen to have the works done in the next 3 months. And with this feedback we’re able to confidently reintroduce this service.

Customers looking to purchase a home asked for more visuals when buying off plan properties and wanted virtual tours. In response to this, we have provided new 360 tours of homes and virtual staging on our new and improved sales website.

And finally, we’ve updated our complaint policy, following a customer consultation. 86% of customers said that there was nothing missing from the policy and 83% selected that there were no improvements to make. However, amendments suggested in the customer feedback has resulted in changes to the policy document, including providing links to other policies, confirmation of contact arrangements during a complaint and ensuring the policy was clear and easy to understand for our customers.